Companies do customer service research to measure the customer's satisfaction level with the customer service department. Customer service performance can be measured by observation, personal ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Genesys, with research firm Greenfield Online and Datamonitor/Ovum analysts, measuring the cost of poor customer service in the U.S., found that enterprises in the U.S. lose an estimated $83 billion ...

Small companies use customer satisfaction ratios or scores to track the performance of their customer service departments. They often incorporate scores of competitors to better gauge their customer ...

Your customer service team is either helping you retain customers... or it's helping you lose them. By overcoming these three challenges of customer service, you can give your customers better ...

Customer service is one of the most significant areas of focus among businesses of all kinds. With the rise of technology and the internet as a whole, companies now have access to an abundance of ...

Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. Customers often prefer to find solutions to their problems themselves ...

Your customer service team is either helping you retain customers... or it's helping you lose them. By overcoming these three challenges of customer service, you can give your customers better ...