To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

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 ...

The margin of error allows you to use smaller sample sizes when conducting customer surveys. The measurement directly relates ...

Alex Ross is cofounder & COO at Hire Horatio CX. Horatio CX manages the CX & other customer needs for today's fastest-growing brands. Historically, many companies used customer service surveys to ...

The boxes are put away, the photos are hung, your claim is completed and you're settling into your new home. It feels good to have the latest permanent change of station, or PCS, move completed, doesn ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

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.” ...

EXPLAINS, YOU ARE NOT ALONE FOLKS. IT’S CALLED THE NATIONAL CUSTOMER RAGE SURVEY AND THE LATEST EDITION OF THIS SURVEY SHOWS THAT MORE AMERICANS ARE NOT ONLY HAVING PROBLEMS WITH PRODUCTS AND SERVICES ...

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 ...

FORT LEE, Va. – Military customers worldwide will have the opportunity to evaluate their stores through the annual Commissary Customer Service Survey (CCSS) starting Aug. 22. The Defense Commissary ...

Customer-service surveys at Shreveport's still-shiny convention center show high levels of dissatisfaction with the experience, city officials told the management company today as they pressed for ...