Keeping an eye on your day-to-day customer service operations means measuring the right metrics—that is, knowing which ones are setting your business up for both immediate and long-term success.

To chart the best course to success in 2024, businesses must be savvy to the evolving landscapes that influence how we define excellent customer service. These include both established and emerging ...

Treasury Secretary Janet Yellen on Tuesday announced IRS goals for the 2024 tax filing season. Yellen expanded upon previous goals, highlighting IRS plans for improved service, technology and a ...

HAMDEN, Conn., March 24, 2014 /PRNewswire/ -- When a patient is referred for hospice services, several people and organizations are typically involved in a flurry of activity to support the admission ...

By J. N. Halm In the world of customer service, feedback is the breakfast of champions. Managers across industries regularly provide feedback to their employees, hoping to shape behaviour, improve ...

The new online portal offers a look at how the agency is doing, as its new commissioner passes his 100 day mark on the job. Social Security Administration Commissioner Martin O’Malley has been on the ...

Quality assurance (QA) refers to the agent and call center support provided to customers before, during, and after they purchase and use a company's products or services. Call centers use their QA ...

Social Security Administration Commissioner Martin O’Malley has been on the job for over 100 days, and now the public has the opportunity to follow along with his work against stated agency goals on ...