When you look up the definition of a "cost center," it probably refers to an essential but non-profitable part of a business. In many cases, the customer service (CS) function is explicitly viewed as ...

There may be a growing crisis for the limited-service restaurant industry, according to the 2025 QSR Reputation Ranking Report by Chatmeter, which analyzed over 300,000 online reviews for 26 chains ...

Mention customer service and most people conjure up an image of “that place you call when you have a problem.” For decades, that’s exactly what customer service has been for most companies—a function ...

Customer service has traditionally been viewed through a simple lens: as a cost center that handles problems, manages risk and keeps customers from escalating complaints. Finance teams measure ...