EXPLAINS, YOU ARE NOT ALONE FOLKS. IT’S CALLED THE NATIONAL CUSTOMER RAGE SURVEY AND THE LATEST EDITION OF THIS SURVEY SHOWS THAT MORE AMERICANS ARE NOT ONLY HAVING PROBLEMS WITH PRODUCTS AND SERVICES ...

How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s better ...

Quiq reports 12 best practices for call centers to enhance customer service, emphasizing empathy, efficiency, agent training, ...

ROCHESTER, N.Y. — Despite a year-long News10NBC Investigation and assurances from the CEO of RG&E that things are turning around, the billing and customer service issues at the utility continue. Over ...

Ongoing customer service issues at the Social Security Administration have finally gotten bad enough that U.S. lawmakers decided to do something about it — but it might be a while before you see any ...

The shift to digital-first experiences has put customer service agents under more pressure than ever. With greater complexity comes a growing number of critical incidents that can negatively impact ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

You're currently following this author! Want to unfollow? Unsubscribe via the link in your email. Hilton's CEO said there's one surefire way to build loyalty with a customer. Christopher Nassetta, the ...

Three of the most budget-friendly airlines in the U.S. generated the highest rate of passenger complaints, an analysis from the U.S. Public Interest Research Group (PIRG) finds. Researchers at PIRG ...

Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...