During incidents, it’s important to have well-defined roles for anyone involved in the response team. This makes it easier for the commander to maintain a clear view of what’s going on and who is ...

My team has been through this—investing months into building a customer service team only to see, six months later, customer satisfaction and turnover rates hurt our budget. It's frustrating when the ...

A 2023 Axios HQ survey found 77% of leaders think their communications provide the context employees need to do their jobs well, while only 46% of staff felt the same way. Company growth, new ...

When a company hands over control of its mission-critical software environment to a SaaS provider, the SaaS customer support organization essentially functions as an extension of the customer’s IT ...

Opinions expressed by Entrepreneur contributors are their own. Let’s face it: When every move your company makes can be easily amplified to thousands over the social web, you need to make every ...

While customer service is certainly a cost of doing business, if done well it can be a market differentiator and driver of innovation, retention and sales. That’s according to Suhail Doshi, cofounder ...

A year ago, I graduated from New York University and passionately joined Bloomberg Customer Support in Singapore. Like many college graduates, I came in with minimal real-world experience except for a ...