Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

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 ...

How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s better ...

The shift to digital-first experiences has put customer service agents under more pressure than ever. With greater complexity comes a growing number of critical incidents that can negatively impact ...

Ongoing customer service issues at the Social Security Administration have finally gotten bad enough that U.S. lawmakers decided to do something about it — but it might be a while before you see any ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

Jeff Somers is a freelancer who has been writing about writing, books, personal finance, and home maintenance since 2012. When not writing, Jeff spends his free time fixing up his old house. He has ...

Opinions expressed by Entrepreneur contributors are their own. Not every customer is ideal. Some are so bad, they can make us wonder why we decided to start our business. Let’s face it — sometimes ...