The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

We dig into some common Voice of the Customer templates and how CX practitioners approach collecting their customers' feedback. More than three-quarters of consumers expect companies to understand ...

Ultimately, every business succeeds or fails, according to how well it meets the needs of current and potential customers. Meeting customer needs has many aspects, such as developing an attractive ...

After asking his satellite company to change his TV service from wired to wireless, Scott M. Broetzmann spent months trying to get the job done. First, technicians failed to show up for scheduled ...

Responsible customer service departments establish methods and techniques for gracefully handing language barriers to provide superior customer service. Language barriers may be based on speaking ...