Customer Service

For call centers, cost cuts still fuel the offshoring allure

Budget pressure and certain CX benefits make offshoring attractive, but data security and legislative concerns mean the move isn’t without risk.

By Bryan Wassel • June 26, 2024

Happy customers pay more for service, survey finds

Though respondents were complimentary of their recent experiences, a NICE survey found most people are not happy with the service they receive overall.

By Bryan Wassel • June 20, 2024

Most shoppers want human interactions when making returns, survey finds

A majority of consumers say interacting with other people during the return and refund process is extremely important, EY found.

By Bryan Wassel • June 20, 2024

Generative AI is changing the role of agents. How can managers adapt?

Agents taking on complex work can use additional support, and it’s up to leaders to monitor for burnout and help workers see the impact of their efforts.

By Bryan Wassel • June 18, 2024

How Pegasystems overhauled customer support using its generative AI tool

Implementing "Support Buddy" has helped the company see a 65% reduction in tickets that customer support teams have to address, CIO David Vidoni said.

By Rosalyn Page • June 17, 2024

How pricing intersects with CX

Not all businesses consider pricing a function of customer experience. But one typically impacts the other.

By S.L. Fuller • June 13, 2024

EBay looks beyond transactions to deliver personalized customer service

“Once I know who you are, what you need help with, I can figure out what the best experience is going to be for you,” eBay’s Dan Leiva said.

By Bryan Wassel • June 11, 2024

How engaged employees can become evangelists for new tech rollouts

Frontline teams can serve as proponents of new technology, helping increase adoption across the enterprise, according to PNC’s Pete Wheelhouse.

By Bryan Wassel • June 6, 2024

Business leaders called to reinvigorate connections with remote call center agents

“Even when people don't say it, they yearn for connection,” Shipt's Mark Killick said.

By Bryan Wassel • June 5, 2024

Microsoft enters contact center market with generative AI assistant

The Dynamics 365 Contact Center Copilot is a step into an established vendor marketplace that includes AWS, NICE and Genesys.

By Kristen Doerer • June 5, 2024

Stellantis names chief customer experience officer

Olivier Bourges is tasked with making Stellantis the top automaker in customer service as part of the company’s Dare Forward 2030 strategic plan.

By Kalena Thomhave • June 4, 2024

Best Buy balances tech and staff investments to boost customer experience

The retailer expects AI-powered review filters, personalized app home screens and dedicated staff in certain departments to improve shopping experiences.

By Bryan Wassel • June 3, 2024

‘They feel like they got tricked’: How tipping requests can hurt customer relationships

Consumers are being asked to tip more often and for more services than they were in the past. It’s leaving them with a bad taste in their mouths.

By Lisa Scherzer • June 3, 2024

How leaders can reassure agents in the AI-powered contact center

Call center leaders can alleviate fears of how AI will impact agents’ jobs by educating and training them about what their more complex roles will entail.

By Bryan Wassel • May 30, 2024

Airline CX shines over Memorial Day weekend despite record air travel

While customers had to deal with weather-related delays this Memorial Day weekend, airlines were able to keep cancellation rates low and largely delivered on factors within their control.

By Kristen Doerer • May 29, 2024

Cash App aims to add more features, improve customer service

Block’s Jack Dorsey wants to improve Cash App’s customer service experience in order to entice more users to make it their primary bank.

By James Pothen • May 28, 2024

Inside CosMc’s: Slow drive-thru service may undercut customization’s perks

McDonald’s spinoff brand, which targets Gen Z with highly caffeinated drinks and snacks, is a “learning lab” that needs work to compete with legacy QSRs.

By Aneurin Canham-Clyne • May 23, 2024

Spirit, Frontier eliminate change fees to compete with legacy carriers

The budget airlines eliminated change fees in an effort to offer customers greater flexibility and keep up with competition.

By Kristen Doerer • May 21, 2024

Amazon cuts global customer service staff by less than 1%

The company said it reduced its global customer service team in an effort to shrink the distance between customers and customer service leaders.

By Bryan Wassel • May 17, 2024

Verizon harnesses AI for better experiences, but associates still take point

Generative AI is helping in-store associates find answers to 95% of customer inquiries, according to Verizon.

By Bryan Wassel • May 15, 2024

Call center agents feel the pressure, and it’s hurting customer service

High stress leads to poor customer service and burnout, but call centers have options to relieve the burden on agents.

By Bryan Wassel • May 15, 2024

Airlines sue to block DOT ‘junk fees’ rule

While the Department of Transportation says its rule will protect customers from surprise fees, U.S. airlines argue such regulations will confuse consumers.

By Kristen Doerer • May 14, 2024

Senate Democrats push to keep call center jobs in US

The bill would require companies that transfer call center operations overseas to notify the Department of Labor or face fines, among other penalties.

By Bryan Wassel • May 13, 2024

Call center data security can be complex. Here’s how to keep information safe.

Specialized agents and well-trained chatbots are essential to keep customer data safe, experts say.

By Bryan Wassel • May 13, 2024

Call center agents feel overwhelmed, but research shows tech can offer relief

Tools can help agents navigate complex policies and better understand customer inquiries, leading to better satisfaction, according to Deloitte Digital.

By Bryan Wassel • May 8, 2024