The best way to retain customers is through proactive relationship management and outstanding customer service. A key element in that strategy is an integrated approach to customer contact—implemented ...

In this economy, everyone wants to lower costs and provide better service. But no one has the patience or stomach for investing in extensive analyses and full-blown reengineering projects. So what can ...

In my last column, we examined the results of a survey which studied the reasons a customer stays or leaves a company. The survey was published by AchieveGlobal. In addition to surveying customers for ...

It’s not been a great couple of months for customer experience. Now, as someone who is an advocate for great service and experience, these sorts of announcements make for troubling reading. But, I ...

From Generative AI to Human-Centered Innovation—CCW Nashville 2025 is Where Service Transformation Begins. NEW YORK and NASHVILLE, Tenn., July 29, 2025 /PRNewswire/ -- Customer Contact Week (CCW), the ...

In the realm of customer interactions, generative AI is swiftly becoming a game changer. Gartner's latest insights reveal that a staggering 42% of generative AI initiatives are focused on transforming ...

Once viewed as cost centers focused solely on efficiency, contact centers are now emerging as pivotal value centers that enhance brand loyalty and lifetime customer value. Is AI helping? You bet.

TROY, Mich.: 16 Oct. 2024 — Customer contact with gas utility provider satisfaction is the lowest since 2016, according to the JD Power 2024 U.S. Gas Utility Business Customer Satisfaction Study, SM ...

Agent assist can work, but design, delivery and how you manage knowledge make a huge difference — here’s one contact center leader’s experience.