When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

The standard level of customer service at most modern companies is reactive. Reactive service isn't the worst thing in the world (it’s a lot better than negative service), but it’s not an effective ...

After asking his satellite company to change his TV service from wired to wireless, Scott M. Broetzmann spent months trying to get the job done. First, technicians failed to show up for scheduled ...

Customer service isn't just about being courteous to your customers – it's a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

In most cases, poor customer experiences are rooted in inefficient or outdated processes and technology — or at times, both. By now, businesses have spearheaded multiple initiatives around customer ...

In business, getting people in the door is a key to success. But an even bigger challenge you'll face is to keep customers coming back. A buyer who makes one purchase is likely an impulse buy or a buy ...

Broadcast Electronics has hired Jon Foreman as customer service engineer for the company’s digital studio line. He comes to BE after a 20-year career in radio studio engineering, having most recently ...

Broadcast Electronics appointed Derald McHatton to the position of RF customer service engineer. The company notes this is the second customer service engineer hired in the last couple of months. In ...

Software company Salesforce has said that development of AI tools is reducing its need to hire engineers and customer service workers. Since AI has been developing at such a rapid pace, businesses ...