Customer Service: Page 3

  • Call center agents handle customer service at desks
    Image attribution tooltip
    Jacob Wackerhausen via Getty Images
    Image attribution tooltip

    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 • June 26, 2024
  • A store associate helps a customer in a hardware store
    Image attribution tooltip
    andresr via Getty Images
    Image attribution tooltip

    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 • June 20, 2024
  • A person assists a family in getting a product behind glass casing at a store. Explore the Trendline➔
    Image attribution tooltip
    Brandon Bell via Getty Images
    Image attribution tooltip
    Trendline

    Customer service

    In this Trendline, CX Dive explores how customer service is evolving to fit the needs of the modern businesses and demands of today’s customers.

    By CX Dive staff
  • A woman returns an item to an sporting goods store
    Image attribution tooltip
    RossHelen via Getty Images
    Image attribution tooltip

    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 • June 20, 2024
  • A call center manager assists her team.
    Image attribution tooltip
    Wavebreakmedia via Getty Images
    Image attribution tooltip

    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 • June 18, 2024
  • A glass building with a square roundabout with trees in the center.
    Image attribution tooltip
    Courtesy of Pegasystems
    Image attribution tooltip

    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
  • Cucumbers in a grocery store
    Image attribution tooltip
    Sam Silverstein/CX Dive
    Image attribution tooltip

    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
  • Speakers on stage at Customer Contact Week 2024
    Image attribution tooltip
    Bryan Wassel/CX Dive
    Image attribution tooltip

    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 • June 11, 2024
  • Four people sit in chairs on a stage.
    Image attribution tooltip
    Bryan Wassel/CX Dive
    Image attribution tooltip

    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 • June 6, 2024
  • People walk through a convention hall.
    Image attribution tooltip
    Bryan Wassel/CX Dive
    Image attribution tooltip

    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 • June 5, 2024
  • The Microsoft logo is displayed outside the Microsoft Technology Center near Times Square.
    Image attribution tooltip
    Drew Angerer / Staff via Getty Images
    Image attribution tooltip

    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 • June 5, 2024
  • The Stellantis sign outside the company’s North American office in Auburn Hills, Michigan.
    Image attribution tooltip
    Courtesy of Stellantis
    Image attribution tooltip

    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
  • A worker assists a man in front of a display of Apple products.
    Image attribution tooltip
    Octavio Jones via Getty Images
    Image attribution tooltip

    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 • June 3, 2024
  • A customer pays using a Clover device
    Image attribution tooltip
    Permission granted by Fiserv
    Image attribution tooltip

    ‘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
  • A woman in a call center answers a call.
    Image attribution tooltip
    South_agency via Getty Images
    Image attribution tooltip

    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 • May 30, 2024
  • People walk with luggage through a busy terminal.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    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 • May 29, 2024
  • Block Head Jack Dorsey testifies during a Senate Intelligence Committee hearing on Capitol Hill.
    Image attribution tooltip
    Drew Angerer via Getty Images
    Image attribution tooltip

    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
  • Three fast food beverages stand in line.
    Image attribution tooltip
    Aneurin Canham-Clyne/CX Dive
    Image attribution tooltip

    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
  • A plane with the Frontier logo taxies the runway in front of two planes with the Spirit logo.
    Image attribution tooltip
    Joe Raedle via Getty Images
    Image attribution tooltip

    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 • May 21, 2024
  • General view of an Amazon logo on June 3, 2021.
    Image attribution tooltip
    Stefano Guidi/Getty Images via Getty Images
    Image attribution tooltip

    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 • May 17, 2024
  • The outside of a Verizon store
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    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 • May 15, 2024
  • Call center agents handle customer service at desks
    Image attribution tooltip
    Jacob Wackerhausen via Getty Images
    Image attribution tooltip

    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 • May 15, 2024
  • A person walks with luggage in front of window. Through the window, a plane sits at the gate and another is in the air.
    Image attribution tooltip
    Mario Tama via Getty Images
    Image attribution tooltip

    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 • May 14, 2024
  • An empty desk with a headset and computer screen
    Image attribution tooltip
    South_agency via Getty Images
    Image attribution tooltip

    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 • May 13, 2024
  • Employees working at a call center
    Image attribution tooltip
    Hispanolistic via Getty Images
    Image attribution tooltip

    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 • May 13, 2024
  • Close-up of customer service representative wearing wireless headset working on desktop computer in call center.
    Image attribution tooltip
    simonkr via Getty Images
    Image attribution tooltip

    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 • May 8, 2024