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’ ...

The best way to retain customers is through proactive relationship management and outstanding customer service. A key element in that strategy is an integrated approach to customer contact—implemented ...

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 ...

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 ...

In this economy, everyone wants to lower costs and provide better service. But no one has the patience or stomach for investing in extensive analyses and full-blown reengineering projects. So what can ...

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 ...

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) ...

Top Customer Contact Executives to Gather in the Sunshine State to Elevate CX Strategies and Hear Expert Insights, Innovative Solutions, and Engaging Keynotes NEW YORK and ORLANDO, Fla., Nov. 5, 2025 ...

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 ...

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 ...

Reflecting on that unforgettable hotel experience I shared in my previous article, the lack of emotional agility didn’t just tarnish my stay—it altered my perception of the brand. This highlights a ...