Sign up for the On Point newsletter here. When the digital gadgets and online services our lives are built around don’t work –welcome to the nightmare that is ...

Many organizations spent 2020 scrambling to catch up on decades-old trends, such as working from home, online commerce, and virtual events. What had long been a priority had suddenly become the ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

In today’s fast-paced business landscape, customer service is no longer a support function. Advancements in technology have transformed the contact center into a core value driver for the business.

The pandemic threw customer service into the spotlight, even as the industry faced challenges alongside the rest of the world. But as the pandemic starts to subside and the dust starts to settle, ...

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...