“The amount of data we are able to get from a coaching perspective is unreal,” said Michelle Grimm, director of consumer operations business support for Fifth Third Bancorp. Fifth Third Bancorp used ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...