We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...

What's the fate for customer service and support agents, particularly? One analyst firm says, "Yes, generative AI will replace customer support agents." Gartner released a prediction this week that ...

TROY, Mich.: 14 March 2024 — While customer satisfaction with the dealer service experience has rebounded this year, dealers continue to grapple with parts and labor shortages that are fueling longer ...

TROY, Mich.: 13 March 2025 — Customer satisfaction with the dealer service experience remains strong for a second consecutive year, yet long wait times for appointments, communication shortfalls and ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

When you have to call a customer service line, where's your patience on a scale of 1-10? "Most people start at a nine or nine-and-a-half," says Amas Tenumah, who wrote a book called Waiting for ...

Medicare Advantage customer service supports a less healthy, higher-need population, indicating that it should be designed and staffed to effectively serve complex, high-need patients. Objectives: To ...

Phone services, particularly call center customer services, have lagged behind the growth of the technology sector. As technology trends toward interactive and user-friendly interfaces, phone-based ...