The future of customer service will be measured in the number of calls eliminated by predictive and prescriptive diagnostics. Gone are the days when your calls are routed to unqualified personnel ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff they expect complex problem solving, options or answers - not apologies. My research ...