Over the past few years, Marsha Sakamaki has reached her limit with customer service. Between her bank, pharmacy and insurance company, she is tired of the endless hold times, the constant transfers ...

Organizations strive to keep customer service a top priority. In the best scenario, impeccable customer service can significantly improve an organization's growth and revenue potential. Unfortunately, ...

The focus of the piece was some research conducted by Pega, which found that of the 7,000 consumers they surveyed from around the world, over a quarter (27%) reported that their day had been ruined by ...