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Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

Electric vehicle-only automakers are trailing other premium brands in shopping experience satisfaction, a report out Monday from retail service tracker Pied Piper found. The Pied Piper Prospect ...

Nobody knows the trials and tribulations of customer service better than the NBC4 Responds team. It’s why we’re committed to helping all of our viewers resolve their consumer issues. But not every ...

Surveys are a major part of a voice of the customer (VoC) program. Here are some considerations — and questions — you should consider. Companies that don’t measure the impact of Voice of the Customer ...

If your organization sends out surveys, used to send out surveys or plans to send out surveys, then you should read this article. Some customers refuse to fill out customer satisfaction surveys. Their ...

PHOENIX--(BUSINESS WIRE)--Nearly two-thirds of customer service agents are satisfied in their jobs and millennials, the largest workforce demographic, are even more so with 70 percent of them saying ...

ST. GEORGE, Utah--(BUSINESS WIRE)--TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs, and collection agencies, today released the ...

AMES, IA – Customer satisfaction surveys are ubiquitous. They blip into our daily lives after dental appointments, haircuts and calls with IT. For businesses, these short questionnaires are intended ...