I've been reading a new article called The Growing Pains of VoIP: Managing Customer Care. It's in this month's edition of Billing World and OSS Today magazine. When it comes to customer service, some ...

Customer service problems in the U.S. have hit unprecedented levels, and Americans have become increasingly aggressive in their efforts to address those issues, according to new data. But experts say ...

Asking a customer multiple times what their problem is a fundamental example of customer service agent manual toil that should be replaced with automation, says an executive at a company specializing ...

ROCHESTER, N.Y. — Despite a year-long News10NBC Investigation and assurances from the CEO of RG&E that things are turning around, the billing and customer service issues at the utility continue. Over ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

It’s not just you: More U.S. customers than ever before report experiencing product and service problems. That’s according to the National Customer Rage Survey, a study of 1,000 respondents that has ...

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 ...

Your worst moments will become your greatest opportunities for building true customer loyalty.

I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

WITH WHAT TO WATCH FOR TONIGHT. TROUBLES, TRACKING FRAUD, UNANSWERED CALLS AND FRUSTRATED CALIFORNIANS TODAY, FOR THE FIRST TIME, WE’RE GETTING ANSWERS ABOUT WHAT HAPPENED WITH THAT MIDDLE CLASS TAX ...