Rich Hein: Hello and welcome to “Beyond the Call,” where the go-to show for insight, trends, and actionable advice in the customer service and support industry. I'm Rich Hein, your host, and today ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced the release of its 2022 Digital-First Customer Experience Report, which highlighted significant gaps between company and consumer ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

A startup is a beautiful thing. It’s the tangible outcome of an idea birthed in a garage or on the back of a napkin. But ask any founder what really proves their startup has taken off, and they will ...

Companies are missing a big opportunity hiding in plain sight: their smallest customers. Small and medium businesses (SMBs) often make up the majority of a company’s customer base, yet many are served ...

Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

An improved customer experience, product and service enhancements, and faster and more reliable service with added value have driven meaningful improvements in customer satisfaction scores as measured ...

Flagship event brings the future of customer care to your home office SANTA CLARA, California, July 16, 2020 /PRNewswire/ -- Frost & Sullivan, The Growth Partnership Company for over 60 years™, is ...

SANTA CLARA, Calif., July 16, 2020 /CNW/ -- Frost & Sullivan, The Growth Partnership Company for over 60 years™, is bringing a growth mindset to its previously in-person Customer Contact Executive ...