As the world becomes more digitized, businesses need to adapt quickly to meet customer needs in new and innovative ways. The mortgage industry is no exception. With customers demanding quick and ...

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 ...

With the IT spending slump showing no undisputed signs of recovery, solution providers have been wracking their brains trying to strengthen their relationships with existing clients. Why? According to ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. According to Capterra, a division of Gartner, in the past ...

Today’s customers prefer to self-serve over queuing on support calls. A study by Microsoft on the State of Global Customer Service found that 63% of customers under 35 go online to look for customer ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

Researchers have long understood that customer satisfaction is not a simple equation. Every interaction a customer has with a ...