Companies have added yet another obstacle to talking with a live person about a question or concern: fees. More businesses are subtly discouraging calls to customer service agents by charging for ...

NPR's Juana Summers speaks with former customer service executive Amas Tenumah, author of Waiting for Service, on recent surveys showing Americans' dissatisfaction at record highs.

What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me define this “what”–and, more ...

On December 13, 2021, just about three weeks ago, President Joe Biden signed an Executive Order that is a big step in the right direction for the government to provide a better level of service.

He has a post on our site right now headlined “Making the Customer Service Executive Order Really Work.” He joined the show now to discuss the Biden administration’s CX priorities.

Aspect’s research found that 40% of customer service agents surveyed would be interested in pursuing an ‘on-demand’ job, with 51% of Young Millennials/GenZ expressing interest.