RiverLink said previously it was searching for a new provider because Electronic Transaction Consultants had been having ...

American business author and management professor Michael Le Beauf famously said, “A satisfied customer is the best business strategy of all.” But how can a service organization truly anticipate what ...

A bipartisan pair of lawmakers is pressing agencies for information on their implementation of a 2019 law to improve customer service. Reps. Gerry Connolly, D-Va., chairman of the House Oversight and ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced insights from a new commissioned research study conducted by Forrester Consulting that shows the connection between improved ...

OVERLAND PARK, Kan.--(BUSINESS WIRE)--Black & Veatch’s Management Consulting business announced today that two client projects in Maryland and Canada were awarded coveted 2020 CS Week recognition, ...

Companies can never get stagnant on improving their customer experience. Yet too often, good customer service may focus solely on having more positive face-to-face interactions instead of addressing ...

Customer churn is inevitable — it’s what the experts have said, and it’s true. Before you start wringing the proverbial churn towel and holding the door open for departing customers, take hope: A mere ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

Choosing the right customer relationship management (CRM) solution is crucial, but key steps are needed to make it work for your business. Whether you're replacing CRM or you’re a first-time user, ...