You cannot run a successful business without happy customers. It is easy for an unhappy client to bash your company online, where a few well-placed complaints might impact business and give you a bad ...

We've all been there: dialling a customer service number with high hopes of speaking to a real person, only to find ourselves trapped in an automated labyrinth. You're shuffled around, stuck on hold ...

How an engineer handles a complaint could be the beginning of a long and profitable relationship. Parker Fluid Control Div. New Britain, Conn. Engineers are often brought into the client-customer ...

This article originally appeared in OpenForum, reprinted with permission. Izzy Goodman, owner of CCS Digital, a seller of ink cartridges, knows a thing or two about handling a surge in customer ...

When it comes to charging delivery fees, Fred Durham, founder of Café Press, online seller of everything from ironic T-shirts to calendars, is unrepentant. Want that $22 Family Guy T-shirt? Get ready ...

We’ve entered a new era of customer service excellence where AI is playing an increasingly central role. In fact, Gartner predicts that by 2025, 80% of customer service and support organizations will ...

Customer complaints are bound to happen when running a business. Handling these customer grievances effectively is crucial, not only for maintaining a good relationship with the complaining customer ...

Have you noticed that on any given day, a number of posts on our Facebook feed would be a friend complaining about a customer service failure? And that the usual suspects are airlines, ...

Metso has been awarded a significant order to replace a customer’s ageing railcar dumper cells in the Pilbara region of ...

Ever wondered why AHT varies wildly? The answer will surprise you and change how you view contact center metrics forever. At a contact center for a major US brand, my colleague discovered an ...