In his new book, Experience Design for Customer Service: How to Go from Mediocre to Great, Mark Stanley, director of strategic business consulting at Genesys, introduces the Service Trifecta, what he ...

HVAC customer service is crucial to any business, as first impressions and lasting memories can help your company succeed. While HVAC companies are very service oriented, the customer-facing aspect ...

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

Amazon is among the most talked-about companies in the world, and for good reason. The e-commerce giant has literally reinvented multiple industries, including: What’s remarkable is that throughout ...

We've all heard the old adage, "The customer is always right." This is a principle that has guided customer service for decades. But let's face it: Traditional customer service is no longer enough. In ...

Becoming a customer-centric organization is more crucial than ever. The importance of putting customers at the heart of business strategies cannot be overstated. Organizations that succeed in this ...

In today’s competitive business environment, customer service is not just a support function; it’s a powerful marketing tool. For CMOs and marketing professionals, leveraging customer service can ...