Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 2 years old. NPS is one of the ...

Conversocial, a provider of social media tools, has launched the Conversocial Analytics Platform (CAP) designed to provide a range of new analytics focused on customer service performance.

Dom Nicastro: Hey everybody. Dom Nicastro here, welcome to another edition of CMSWire TV. Beyond the Call. I am the editor-in-chief of CMSWire, and I’m joined by—let’s get this out of the way—Melissa, ...

Leaders and business owners have been concerned with customer service and satisfaction since the dawn of civilization. The ancient Greeks famously traded goods and conducted business deals at agoras, ...

There’s a disconnect between the front office and the back office, and it’s happening at the worst time. Best-in-class customer service is critical right now, but when the customer service team isn’t ...

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. Providing excellent customer service doesn’t just foster ...

Having many returning customers is the goal of most successful businesses. Returning customers not only keep a consistent revenue stream coming in, they also typically refer others to a business's ...

ORANGE, Conn.--(BUSINESS WIRE)--Avangrid, Inc. (NYSE: AGR), a leading sustainable energy company and a member of the Iberdrola Group, announced today improved customer service metrics across its ...

“We are making significant improvements in our customer experience and our customers are taking notice,” said Pedro Azagra, Avangrid CEO. “Over the last few years, we’ve increased staffing and ...