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 ...

Once upon a time…in a land far, far away…I was a young organizational development specialist employed by a sizable health care system. My job was to “improve customer service by deploying employee ...

Ajay Awatramani at Five9 explains why he doesn’t subscribe to the "zero human" theory and what the future relationship between AI and customer service agents will look like “Thank you for your time ...

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, ...

That’s what the job candidate told me during her interview, and she meant it. Her ideal job was one where she wouldn’t have to think, just follow the script, hit the metrics, go home. I understood and ...