Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

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 ...

In the realm of customer service, professionals often find themselves facing a myriad of unique and sometimes unexpected situations. From soothing the frustrations of dissatisfied customers to basking ...

Question: How does a fire and emergency services organization create an effective customer care system that delights the community as well as the firefighters and officers? Answer: The basic building ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...