BT Global Services has combined its customer services and network organisations to create a new CS&NO organisation that "will focus on the increasingly complex needs of multi-site organisations around ...

I recently bought a laptop from one of the leading consumer PC vendors. It was not the best experience of my life. From the moment I placed the order online to the moment I sent it back, it’s been a ...

We live in an era defined by personalization and instant gratification. This has made customer service more important than ever. Each interaction with a customer, both before and after the point of ...

So Muller and her three co-founders built a distributed customer service network composed mostly of part-time parents. The associates are encouraged to engage with customers about more than just ...

Loyal customers can be tough to find. So why do some companies run them off with crappy customer service? Often because the employees who care have no authority to fix problems, and those with the ...

Valerie Manning, Airbus senior VP customer support, provides a glimpse of how the OEM is working with customers through the pandemic and what’s its strategy is for the global network. Did Airbus make ...

Bombardier has been investing heavily in its customer service network, with new or expanded centres in London, Miami, Melbourne, Australia, and Singapore, plus a showpiece facility under construction ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...