Some of my work recently has been applying narrative-sensemaking techniques to customer service dialogues (typically recorded phone calls), which is a fancy way of saying helping companies find ...

One word being heard routinely in e-commerce marketing meetings is "engagement." In a world disoriented by a global pandemic and embracing e-commerce like never before, marketers have become obsessed ...

Your customer service department is responsible for maintaining customer satisfaction, helping to retain customers and assisting in generating repeat revenue for the company. Customer service training ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...