PUC pushes Frontier to hold hearings
REGIONAL— Customers of Frontier Communications have responded in overwhelming numbers to the recent call for comments by the Minnesota Public Utilities Commission and the Department of Commerce on the company's service quality and billing practices— and that has PUC staff … Read More
Only 15% of Civil Service staff believe ‘poor performance’ being tackled
Mr Donohoe said there was a very complex dichotomy between the survey findings and the results of the customer service studies. “The report says civil servants who perform their work feel their work is of value. They then feel the public at large does not place equal value on it. …
Energy customer service ranking raises serious questions about licensing: charity
A number of new and smaller suppliers languish at the bottom of the charity's latest quarterly ranking, with Economy Energy the worst performer with a score of just 1.2 stars out of a possible 5 for its customer service between October and December. Other companies near the bottom of the …
The sunny and the dark side of AI
This special report has shown that AI-enhanced tools can help pare staff in departments such as customer service and human resources. The McKinsey Global Institute reckons that by 2030 up to 375m people, or 14% of the global workforce, could have their jobs automated away. Bosses will need to … Read …
Connectivity as a Vital Consumer Service
I grew up in the world of consumer products and got my start in software building online services meant for use by non-experts. When Dan and I created VisiCalc, we never thought of it as a program — that code was just an implementation tool. We were designing a product …
Macy’s is copying Amazon in its latest attempt to lure customers back to its stores
"In 2017, we put a strong focus on improving customer experience through new service and delivery models, an expansion of Buy Online Pickup in Store, enhancements to our mobile experience and the use of AI to improve customer service," Macy's CEO Jeffrey Gennette said in a call with investors in … …
Social Media Is Not a Customer Experience Solution
Highly secure and private, AI-backed conversational experiences will revolutionize customer service. They will enable brands to start developing real relationships with their customers. They will make brands available anywhere, anytime, on customers' terms. In order for this to happen, the entire … Read More
Chatter-bots: Making AI work for your business
It's becoming clear that self-service is a critical differentiator in effective customer support. However, there is one challenge which remains; businesses need definitive steps on how to best implement AI technologies and what expectations they should have regarding timelines, output and return on … Read More
Optiv Security Earns Frost & Sullivan 2018 Competitive Strategy Innovation and Leadership Award
Customer Service Experience – Optiv believes in fostering a close physical presence to its client base to support the business relationship, which directly contributes to the company's ability to demonstrate first-hand technical expertise and customer service passion. In addition, the company employs a … Read More
Man Crates Launches Porch Piracy Protection Service to Safeguard Shipments
"Our customers depend on us to delight their loved ones with a unique gift they will love. Since 31 percent of Americans have revealed that they are victims of package theft, giving our consumers peace of mind is of the utmost importance to us. Man Crates is known for our …