Learn proven de-escalation techniques and best practices that transform high-stakes customer escalations into resolution ...

When it comes to customer service and customer experience (CX), the emergence of AI has made quite an impact in the contact ...

This story is from The Pulse, a weekly health and science podcast. Find it on Apple Podcasts, Spotify, or wherever you get your podcasts. Amie Ward has worked in the hospitality industry for more than ...

Call center teams are trained on how to handle angry customers. They are also taught how to progress calls from beginning to end, offering clear service but not wavering from stated company policies.

Many people, within the course of their employment, encounter individuals who potentially pose a threat to themselves or others. This dilemma is faced by security professionals, healthcare ...

Starbucks will implement a policy next week preventing non-paying customers from using the bathroom or sitting down in coffee ...