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, ...

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 ...

Editor’s Note: This article originally appeared on YourSource News (YSN), the official blog of BrandSource parent AVB Inc, and is reprinted with permission from the authors. Let’s face it: Every ...

There's still a widespread belief that humans have an edge over AI-powered chatbots when it comes to one of the most important challenges that businesses face: connecting with customers on an ...

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 ...