What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your ...

An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

As physical office locations slowly begin to re-open, organizations are faced with managing agents in both physical and work-at-home (WAH) environments. In this on-demand webinar, J.D. Power and ...

In the rapidly evolving field of customer service, Artificial Intelligence (AI) has become a game-changer, particularly in the contact center. As AI is applied to solve business challenges and improve ...

At about 1 a.m. during a memorable trip I took to Australia, I awoke suddenly in a hot sweat in my hotel room at the Intercontinental Sydney Double Bay. Supposedly among that country's leading hotels, ...

Editor: It was very refreshing to read Pat Rushton’s column on Feb. 2 regarding young Jordan Kotowski, proprietor of Abe’s Hot Dogs in Mountain Top. More than a few local businesses can take a lesson ...

An intense level of customer focus is a trait you'll find at any company known for world-class service. The only "problem" is that we don't often get to peek at these companies specific practices: ...