During incidents, it’s important to have well-defined roles for anyone involved in the response team. This makes it easier for the commander to maintain a clear view of what’s going on and who is ...

It seems banal to even state at this stage in the game that your brand and the customer service you provide are inseparable. A recent report from Zendesk found that 75% of customers are willing to ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Sharon Eilon A top-notch ...

A 2023 Axios HQ survey found 77% of leaders think their communications provide the context employees need to do their jobs well, while only 46% of staff felt the same way. Company growth, new ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. Let’s start by defining what ...

Over the last few years, the field of customer service has demanded an omni-channel presence that allows consumers to ping them at any time — whether it's an email, text message, Instagram direct ...

Scaling AI, fielding labor strikes, facilitating shipments during climate disasters—2024 has been anything but dull for business owners. Accordingly, they’ve had to fortify their customer service ...

There are many things I wish I knew when starting out with my small customer support team at RingCentral, but in the end, we figured it out. I’m going to share some critical lessons I learned along ...

Opinions expressed by Entrepreneur contributors are their own. Let’s face it: When every move your company makes can be easily amplified to thousands over the social web, you need to make every ...

Even so, Galak says a shift to full auto­mation right now would be premature. The reality is that many businesses are going in the opposite direction–employing A.I. to enhance, rather than replace, ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.