Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Heroes are born out of moments of crisis. The world has ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people, this is an ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

One or two people might suggest that, with the current pandemic, this idea was mere madness. We, though, wanted to see what traveling abroad and working abroad truly meant right now. The first step ...

Excellent customer service is vital to the long-term success of any business. Yet, millions of people around the world are frustrated daily as call center agents keep customers on hold for long ...