Consumers whose complaints are handled well by a company become loyal customers and spread positive word-of-mouth. Yet too many companies fail at complaint handling and then fail again in responding ...

A Pied Piper study of major home services brands evaluated 3,211 retail locations using Lead Handling Effectiveness™ (LHE™) to measure how effectively they handled new customer inquiries via phone, ...

One of the obvious uses of generative AI is customer-facing chatbots. If you’ve ever had a frustrating interaction with a chatbot that is not particularly helpful, take heart because, with tools like ...

Average handle time is not obsolete and probably won't become obsolete, but it must be used properly to achieve appropriate outcomes. Historically, average handle time, or AHT, has been one of the ...

You worry AI will send cold, automated responses to customers. Complex complaints need human empathy. Your fear is valid. PwC research shows one bad experience causes one-third of customers to leave a ...

One of the core objectives of all leading businesses is ensuring customer satisfaction. However, no matter how hard you try, keeping all customers happy is just not possible. This is the reason why ...