Retailers today are experiencing a massive transformation in how customers are shopping. In fact, North American e-Commerce sales have seen an impressive increase of 146% growth in all online retail ...

Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

A 47-year-old customer-service representative for Southwest Airlines says it's been a challenge. They've worked there since 2008 and the airline pays them $30 an hour. They said they've dealt with ...

Customer service representatives working at a call center wearing facemasks and using headsets during the Covid-19 pandemic. The supply chain crisis has created a ripple effect of other crisis ...

A compassionate customer experience can stay with you forever—just like these real-life examples shared by our employees. We’ve all missed important moments during the pandemic. For me, it was the ...