Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

The shift to digital-first experiences has put customer service agents under more pressure than ever. With greater complexity comes a growing number of critical incidents that can negatively impact ...

How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s better ...

EXPLAINS, YOU ARE NOT ALONE FOLKS. IT’S CALLED THE NATIONAL CUSTOMER RAGE SURVEY AND THE LATEST EDITION OF THIS SURVEY SHOWS THAT MORE AMERICANS ARE NOT ONLY HAVING PROBLEMS WITH PRODUCTS AND SERVICES ...

Jeff Somers is a freelancer who has been writing about writing, books, personal finance, and home maintenance since 2012. When not writing, Jeff spends his free time fixing up his old house. He has ...

Ongoing customer service issues at the Social Security Administration have finally gotten bad enough that U.S. lawmakers decided to do something about it — but it might be a while before you see any ...

There's a reason so many people save their shopping for the weekends. When you work full-time, it's hard to find the hours to pick up groceries or make a pitstop to restock shampoo. So a lot of people ...

Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...

I consider myself a man of routines. Others, unfortunately, have called me a creature of habits. Obviously one of those descriptions is positive, the other not so much. I will let those of you who ...

ROCHESTER, N.Y. — Despite a year-long News10NBC Investigation and assurances from the CEO of RG&E that things are turning around, the billing and customer service issues at the utility continue. Over ...