What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

Federal retirees with questions about their benefits have long waits before receiving customer service, often encountering busy signals and facing months of delays to written inquiries, according to a ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 7 years old. In customer service and ...

“If we can just make individual people’s everyday lives 20 percent better, that would be a huge contribution,” White House adviser Chris Liddell said. The White House Office of American Innovation has ...

The SSA's "digital first" push means its AI chatbot is answering more and more customer service calls. Older Americans share how it affects them.