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 ...

The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout the selling process is beneficial, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Most companies don’t spend time at the end of the customer’s ...

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

While accounting for only one percent of sales, with the company facing more than 40,000 quality claims a year – totaling ...

City Kia drives $1M monthly fixed ops revenue through disciplined communication, consistent processes, and service-focused ...

When used for customer service, IPA enhances the customer experience with quick response times, round-the-clock availability, and virtually no human errors. Intelligent process automation (IPA) blends ...

Have a question about a product? Need help with an order? Trying to find an item in your local store? Where do you turn? Customer service. Regardless of the reason or the channel you choose, one thing ...

Successfully injecting generative artificial intelligence (AI) into customer service requires a systematic approach. Improving the customer experience using generative AI solutions is about ...

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 ...