During incidents, it’s important to have well-defined roles for anyone involved in the response team. This makes it easier for the commander to maintain a clear view of what’s going on and who is ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. This article is more than 9 years old. There was recently a ...

Interactive voice response (IVR) is a technology that allows a computer to interact with a human through the use of voice and input via keyboard. Although mobile marketing is gaining traction with the ...

Digital technology is the fuel that turbo-charges customer service. It helps organizations to acquire and process the right data; to provide services and products accurately and efficiently; and to ...

Author’s note: Please note that I have no business affiliation with the company featured in this post. This information is based solely on my personal experience. Customer service used to be just that ...

Measuring the bottom-line effects of customer service has traditionally been difficult, but a new study quantifies its impact: 73% of consumers say that good customer service encourages them to spend ...

Happy customers are the key to a company’s success. Happy customers bring more publicity, money, and innovation, which leads to growing profits for the company. Many companies have found that making ...

LONDON--(BUSINESS WIRE)--Quantzig, a global data analytics and advisory firm that delivers actionable analytics solutions to resolve complex business problems, has announced the completion of its ...

Fourteen years after the dot-com bubble burst, there are still some private companies who lived through it which are very much alive and kicking. In the wild world of automated customer response, no ...

A hotel manager's amusing reaction to a customer query about breaking down the cost of a custom cake has gone viral, leaving social-media users hysterical. "Cost to DO cake £280. Cost NOT to DO cake ...