Customer Service

Goodbye call centers! This was recently sent to me by someone who questioned that call centers may be going away. It feels like chatbots may...

If we’re using video for meetings, to speak with our friends and family and to consume all types of media and entertainment, why are...

Blending customer contacts, such as outbound outreach for inbound agents (or vice versa), and more recently, digital streams with voice calls, appear to have...

While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or...

There has been much buzz lately about the metaverse to the point where “meta-” is becoming a tag, even a company name a.k.a. Facebook....

The retail industry has always been marked by its unpredictable sales peaks and valleys—and that can make managing retail customer service a significant challenge....

Since the dawn of direct-to-consumer retail, customer service has separated leading retailers from laggards. As retail matured and transitioned from brick-and-mortar to online, the contact...

Company Cognigy CEO/Founder(s) Philipp Heltewig, CEO and co-founder Sascha Poggemann, COO and co-founder Founded 2016 Describe your company Cognigy, a leader in Conversational AI, powers up enterprise contact centers...

One of the best, most insightful articles on customer service I’ve read in some time - one that pinpoints the inherent conflict or dialectic...

One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available,...

Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for...

Throughout October, our readers explored a variety of the most pressing topics facing our centers. Our authors discussed whether our agents should continue to...

Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most...

Retailers are preparing for peak season by analyzing consumer behavior trends, tuning up their tech, adjusting staffing levels, and shoring up logistics. But it’s...

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting...

We kick off our top 5 blog posts this month with a top 5 favorite, "20 Empathy Statements to Show Stressed-Out Customers That You...

Customer service, but particularly support, has grown in importance significantly in today’s online world. Getting such help has also become a lot more convenient...

This month, our readers have been interested in insights and recommendations on how best to lead and coach our hybrid teams. They have also...

Our top 5 blog posts in June carry a similar theme from May with a continued focus on our people; our customers, agents, and...

Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward...