Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

As customers demand ever faster, smoother service, traditional IT systems cannot keep pace. Autonomous CRMs offer a way ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

The holidays can be a busy, stressful time for companies and customers alike. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers.

Regarding your business success, few traits are more powerful than empathy — especially when you can empathize with your customers about their pain points. Of course, while trying to understand your ...

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Hilton's CEO, Christopher Nassetta, said he's not afraid of customers with problems. He said solving customers' problems makes them more loyal to a brand, rather than perfect service. Hilton has over ...