Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Jan 17, 2015, 12:32pm EST Feb 02, 2015, 07:21pm EST This ...

Customer Service Scripts for the Top 25 CX Words In a call center environment, the agent's language significantly impacts delivering great customer satisfaction (Csat). When Csat improves, the agent's ...

Citizen experience is fundamental to protecting vulnerable people, maintaining public trust, and delivering better outcomes ...

With Comcast expanding its data caps to more cities, call center employees are likely being hammered with questions from disgruntled customers. Thanks to a leak of an internal customer service script, ...

As the Christmas shopping deadline nears, companies of all kinds are challenged with a huge volume of customer service calls. Traditionally, those found on the other end of 800-numbers are humans. But ...

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 ...

This weekend I refilled a prescription at an online pharmacy. Just as I clicked submit on the order, I saw that the scheduled ship date was Tuesday. I had a business trip planned for later in the week ...