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 ...

Every time Katherine publishes a story, you’ll get an alert straight to your inbox! Enter your email By clicking “Sign up”, you agree to receive emails from ...

Call centers are increasingly automated, AI-driven, and outsourced—but there are ways to get results.

If you want to work in your pajamas at odd hours of the day or night, you may be a perfect candidate for remote customer service jobs. Customer service representatives are in high demand as companies ...

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 ...

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 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 ...

As one of the world's largest retailers, Amazon typically has customer support available 24/7.Getty Amazon is one of the world's largest retailers, which means it has perfected the process of quickly ...

Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...