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 ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 5 years old. Since its inception, ...

Customer support today has outgrown its traditional role, emerging as a key aspect of the overall customer experience (CX). This vital touchpoint between businesses and their customers is instrumental ...

Quality assurance means developing operational controls to ensure that the results match the desired outcomes. Customer service operations are designed to keep customers satisfied while protecting the ...