The responsibilities of customer contact centers are changing rapidly: In an era of self-service, customers aren’t as likely to reach out to contact centers for routine matters, such as checking an ...

ENGLEWOOD, Colo.--(BUSINESS WIRE)--CSG Systems International, Inc. (NASDAQ:CSGS), a leading provider of customer interaction management and billing solutions, today announced the results of its latest ...

It's easy to overlook customer care services. In the grand scheme of your operations, it seems like a small piece of a much larger puzzle. However, inbound customer care is critical to the reputation ...

When Karen Lynch took over as CVS Health CEO in 2021, one of her aspirations was to make the company one of the most consumer-centric organizations in healthcare. CVS Health has taken large steps in ...

WESTLAKE VILLAGE, Calif: 3 February 2011 — Customer service issues that are personally handled by a service representative, either over the phone or at a retail store, are significantly more ...

Forbes contributors publish independent expert analyses and insights. Sherzod Odilov covers organizational transformation and innovation. When your business undergoes a major transformation, whether ...

TROY, Mich.: 1 Feb. 2024 — Overall wireless customer care satisfaction has increased thanks to a boost in satisfaction with digital channels, according to the J.D. Power 2024 U.S. Wireless Customer ...

SACRAMENTO, Calif.--(BUSINESS WIRE)--Health Net ranks the highest in customer service among Health Insurers in Forrester’s proprietary 2021 US Customer Experience Index (CX Index™) survey. The ranking ...

Have you ever waited on the line for a customer care representative to help place that very important order right before Christmas, or help you figure out how to resolve a technical issue with your ...

Building a customer quote was a laborious process for Ed Burke (not his real name), a sales consultant for SMBs at a major computer manufacturer. To complete a quote he had to search Web sites, check ...

Qualtrics today on the first day of its Qualtrics X4 event in Salt Lake City unveiled dozens of artificial intelligence-powered innovations across its Qualtrics XM for Customer Experience, Qualtrics ...

Successful healthcare organizations can distinguish between the patient experience and the customer experience. Healthcare organizations need to focus on both the patient experience and the customer ...