Bad customer experiences could cost organizations throughout the world $3.7 trillion annually. That’s according to new research by the experience management company Qualtrics. This figure is up 19% ...

Anthony Dukes receives funding from the Marketing Science Institute. Yi Zhu receives funding from the Marketing Science Institute and 3M Non-Tenured Faculty Grant. Some of the most hated companies in ...

Olivier Pailhes is the CEO and co-founder of Aircall, a cloud-based call center platform, used by businesses and call centers globally. The turbulence of the waves of the pandemic, punctuated by brief ...

In this case, the “reward” is one you must demand in exchange for putting up with awful customer service. In a Star-Tribune column, John Ewoldt explains his counterstrategy in the all-too-common ...

Over the last few years, the field of customer service has demanded an omni-channel presence that allows consumers to ping them at any time — whether it's an email, text message, Instagram direct ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

ST. GEORGE, Utah--(BUSINESS WIRE)--TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs, and collection agencies, today released the ...

Thanks for waiting and cue the elevator music. Need to book a hotel for that long awaited trip to visit family? Please hold. Got a question about your electric bill? Hold, please. Americans are ...