Avaya announced today that it has successfully emerged from the Chapter 11 financial restructuring process. The company now has a capital structure of approximately $650 million with a net leverage ...

As a customer service and customer experience turnaround expert, I can walk right into your business and tell whether you have a cultural “default of yes” or not. If you do, it makes the rest of ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Responsible customer service departments establish methods and techniques for gracefully handing language barriers to provide superior customer service. Language barriers may be based on speaking ...

My friend Dr. Willie Jolley just released a new book titled An Attitude of Excellence, and it is a great one. Jolley is one of the finest motivational speakers I know. When he talks – and sings – ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

Customer service is a vital part of any organization, providing the public with the warm, open-armed welcome that a company wants to encourage new and continued business. Within each department of a ...