According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X...

December 2, 2014

Developing a Mobile Customer Access Strategy

November 25, 2014

FinancesOnline’s List of “Top Countries with the Best Customer Service”

FinancesOnline recently released an infographic that provides a list of “top countries with the best...

November 19, 2014

7 Suggestions for Improving Schedule Adherence

November 5, 2014

Improving ROI on Quality Monitoring

October 29, 2014

Emotion as a Key Driver in Customer Loyalty

Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries. Here’s a sampling of top brands by sector:...

October 15, 2014

KLM Provides Wait Time Estimates on Twitter Page

KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide...

October 1, 2014

Great Service Makes Us Feel Better

Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers...

September 18, 2014

Know What's Important to Customers

A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is...

September 16, 2014