Inefficiencies in customer service offerings cost businesses millions of dollars each year. To improve customer service, companies should monitor regional orders and compare them to those regions’ ...

Dublin, June 18, 2025 (GLOBE NEWSWIRE) -- The "CX Leaders Navigate Disruption in a New Era of Customer Contact" report has been added to ResearchAndMarkets.com's offering. The 21st Annual Customer ...

In parts one and two of this series, I shared the unforgettable hotel experience that not only soured my stay but also left a lasting dent in my perception of the brand. That moment was a stark ...

As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Through social media, virtually anyone, anywhere in the world, can be heard. Unfortunately for many businesses, an individual's comments might not always be complimentary. This is prompting more ...

SCOTTSDALE, Ariz.--(BUSINESS WIRE)--Nextiva, a leading AI-powered customer experience platform for businesses of all sizes, today announced its participation at this year’s Customer Contact Week (CCW) ...

Multichannel success depends in large part on having a solid strategy for keeping in contact with your house list. Most marketers know this, but knowing how to develop and execute a plan for ...

TROY, Mich.: 16 Oct. 2024 — Customer contact with gas utility provider satisfaction is the lowest since 2016, according to the J.D. Power 2024 U.S. Gas Utility Business Customer Satisfaction Study, SM ...

We've all been there: You call customer service, get bounced around, transferred, and dropped. Or worse, your issue never gets resolved even after you talk to someone. You probably know you can ...

The contact center is often overlooked, yet it is a critical component of any organisation's service and experience architecture. It's within the walls of this hive of activity that people, processes ...