In the dynamic customer service landscape, the stakes are higher than ever. In fact, 80% of organizations expect to compete mainly based on CX. Customers today have lofty expectations for how they ...

Lance Tyson is President/CEO of Tyson Group, a bestselling author, and an expert sales negotiator/consultant for the world's biggest brands. The business goal of maximizing return on investment (ROI) ...

Leaders at all ranks must model change-positive behavior and work together to maintain consistency and alignment in driving initiatives forward. Change is more readily accepted when firefighters trust ...

The results of Pied Piper’s 2024 PSI Service Telephone Effectiveness Study bear little resemblance to those of last year. At the top of the new list, which ranked 20 dealer groups by their efficiency ...