How much can customer service be automated? Onward has some straightforward targets — 40 percent of tickets and 40 percent of messages should be automated, and average response times should be 40 seconds on average. Founders Rémi Cossart and Pramod Thammaiah describe this as … Read More

The estimated bills will be averaged from the customer's bills for the periods April-May, May-June, and June-July 2017. “Nearly every customer has had electrical and/or potable water service at their home or business for at least thirty days, and this first wave of post-storm estimated bills will reflect thirty … Read …

The judging was based on a rigorous scoring methodology that includes a review by an independent panel of IAOP customer members with extensive experience in selecting outsourcing service providers for their organizations. In addition, five areas were considered and judged for the 2018 ranking … Read More

The Redstone Test Center provides such a wide array of testing capabilities that in order to better serve the customers, the center is divided into directorates. There's the Aviation Flight Test Directorate, the Missile and Sensors Test Directorate and the Environmental and Components Test Directorate. Read More

Forget the physical robots and the factory arms. Customer service and back-end office functionality are the playing fields on which the automation war is taking place. And if you're not already exploring how to use artificial intelligence (AI) and cognitive technologies in your organisation, you could soon … Read More

So I have been genuinely curious about whether we've simply stopped caring about customer service in our quest for the best deal. I started to wonder if it could be considered the Ryan Air-ising of everything; that we're so focused on finding the cheapest price that we will endure almost …

Service Hero, the Kuwait based and the region's only consumer powered customer satisfaction index, honored top performing companies across the UAE and Kuwait, at its 2017 Customer Service Assessment Awards Ceremony, which was held at the Symphony Styles Hotel – Kuwait, on 19 February, … Read More

The Printing Industries of America (PIA) has launched a new Customer Service Professional Certification (CSP) Program to train and validate the expertise of customer service representatives in a production print environment. The CSP Certification Program, said the organization, will provide vital skills … Read More

Only 3% said revenue growth was the primary driver for their customer contact centers. The days of relentlessly focusing on cutting costs and offshoring are over, and inside sales and customer service teams are under fire to adapt to the new rules of the “CX Economy.” The challenges that sales …

Customer service chatbots are quickly increasing in popularity, and it's easy to see why. This evolving technology makes it easier for businesses to engage their customers, cut down on their workload and proactively prevent minor customer service issues from becoming major problems. Keep reading … Read More