Customer Service Articles

AI strategist Reddy Mallidi delivers a comprehensive playbook for executives to architect, build, and govern scalable AI agent ecosystems. Most organizations have experimented with AI. Few have mastered it..

Virtual Reality creates a fully digital space you can step into. Augmented reality adds digital layers to the real world. Here, we focus on VR and how it supports each step of the CX journey, from first touch to repeat purchase..

High sickness in a service team hurts twice. You lose people when customers need them, and the workload spikes for whoever is left. Costs rise from overtime and missed SLAs. Morale dips, then attrition follows..

This article outlines ten best practices that will help you improve your Software-as-a-Service (SaaS) customer support operations, enhance customer satisfaction, and build a foundation for long-term success..

If your contact center calls run long, you feel it in your queue, your budget, and your customer reviews. Here, we look at how to reduce Average handle time (AHT) without sacrificing quality..

Tense support calls and heated chats happen to every service team. The stakes are high.  According to Salesforce, 80% of customers say the experience a company provides is as important as its products or services..

When something goes wrong on a trip, you want clear steps and a fair outcome. Here is our guide to Hilton Hotel customer complaints. The flow is simple. You report the problem, a team member acknowledges it..

A strong Call Closing Statement lifts CSAT, improves first contact resolution, and cuts repeat calls. Here, we bring you 20 ready-to-use call closing statement examples, grouped by common service moments..

In the hospitality industry, reducing errors and enhancing guest satisfaction are critical goals. Automation technologies are at the forefront of achieving these objectives by streamlining operations..

John Tschohl, founder and president of the Service Quality Institute, emphasizes that true customer service excellence extends beyond speed, courtesy, and great products—it hinges on empowerment..

Gartner unveiled their top strategic technology trends for 2026 — and it’s all about AI and security in a hyperconnected world. Think AI supercomputers, digital trust, and pre-emptive cybersecurity..

Security should feel like a seatbelt, not a speed bump. Add too much friction and users bail. Add too little and fraud creeps in. The good news, you can strike a smart balance. Here, we bring you a simple plan..

Robotic support drains patience. Long queues, loops of the same question, and cold replies make people bail. You can fix that with automation in customer service that feels fast, helpful, and kind..

Here we explore the core strategies that set elite hospitality brands apart. We will examine how their focus on personalized service, employee empowerment, and unwavering attention to detail can advance CX..

The key to unlocking the full potential of data lies in achieving seamless data integration through a unified single source of truth (SSOT). This approach ensures that everyone in your organization uses the same data..

Self-service has become a cornerstone of modern customer experience. Customers want flexibility and control, and companies want efficiency at scale. Bryan Cheung, CMO at Liferay, explains..

Today, many people use AI every day at work, including in the hospitality sector, says Conor McCarthy, co-founder of digital restaurant management platform, Flipdish. Here, he explores how restaurants can use AI..

In this article, you will learn three practical ways to handle escalated calls. First, use empathy and tone control to calm the moment. Second, use a simple framework to guide the talk. Third, offer clear solutions…