Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

Today's volatile market environment requires companies of all sizes to do more with less--work smarter, faster, and harder, while remaining agile, responsive, and customer-focused. Most organizations ...

Just about everyone has a story about a customer service experience. Some were so spectacularly good or bad that they take on a life of their own as they are repeated by many people with no connection ...

Is the weight of legacy technologies holding your financial institution back in time? In the ever-evolving financial services landscape, the burden of disconnected people, processes, and technologies ...

Mitchell Grant is a self-taught investor with over 5 years of experience as a financial trader. He is a financial content strategist and creative content editor. Amy is an ACA and the CEO and founder ...

Customer service and support (CSS) leaders are continuously facing pressure to increase customer loyalty as consumers continue to raise the bar of expectations with everything from timelines of ...

The one thing all of these metrics share in common? An unwavering commitment to customer needs. With multi-channel becoming the norm, omnichannel a priority, digital transformation not a debate but a ...

Entertainment companies are very different when it comes to their complaint, request and troubleshooting practices. How a platform handles these interactions can make or break a user’s loyalty – ...