Engaged employees deliver better customer service. Companies in the top 25% of employee engagement have 10% higher customer ...

In 2023, the U.S. Surgeon General's groundbreaking report on loneliness and isolation drew significant attention across industries. Yet today, the customer service sector faces an uncomfortable ...

Most bank leaders say their institution puts a high priority on employee experience as a strategic business goal and in turn, front-line employees seem to widely embrace their institutions' values and ...

In customer service, where interactions often lean toward efficiency and transactional outcomes, the Japanese philosophy of omotenashi offers a truly transformative approach. Usually associated ...