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 ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

Americans are encountering more problems with companies’ products and services than ever before, and a higher proportion of them are actively seeking "revenge" for their troubles, a new study has ...

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 ...

Hilton's CEO, Christopher Nassetta, said he's not afraid of customers with problems. He said solving customers' problems makes them more loyal to a brand, rather than perfect service. Hilton has over ...