Have you ever considered modeling your patient satisfaction goals after some of the best customer service providers in the country, such as the Walt Disney Company? In reviewing literature such as The ...

BPO stands for "business process outsourcing." In short, it's a business practice we see implemented when an organization decides to outsource activities like payroll, human resources, billing and ...

Ever wonder what happens after a customer hears this prompt: “On a scale of 0-to-10, how satisfied were you with your customer service experience?” When customers get a text or email prompt, the ...

As rapid advancements in technology continue transforming how businesses are developed in the modern world, entrepreneurs are actively exploring smarter ways to operate more efficiently and eliminate ...

Whatever business you are in — manufacturing, retail, health care, travel, high tech — you must realize that first and foremost, you are in the service business. We all know how we like to be treated ...

Machines are exceptionally good students. We can see that in the rapid and widespread adoption of machine learning — also known as auto-learning — to automate and improve the collection and processing ...

It’s a simple question, but there’s often a complex answer, especially for employees at FedEx, who handle an average of 16.5 million packages a day. Today, machine learning is making getting those ...

Ryan Block called Comcast for what he thought would be a simple request -- to disconnect his service. What ensued was any customer's worst nightmare when talking to a service representative. AP; ...

Embrace AI as a customer service tool. Despite developing at a rapid and unwieldy pace, customer service chatbots can effectively enhance your CS operations. Choose the best type of AI for your ...

Photo: Agent.ai This post is brought to you by Agent.ai. Not all businesses can afford a full-time staff of phone operators. And let’s be honest: Frustration with automated systems can leave customers ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...