When you call customer service and get a real, live person on the other line, do you feel like you've hit the jackpot? Well, it turns out, the time we spend on hold is hardly random. There's ...

The customer effort score (CES) is a metric that is used to measure how easy it is to do business with a brand. The metric involves asking customers to rate their experience with a brand on a scale ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. NPS is one of the most powerful metrics to determine if the ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced that NICE has received the highest scores for Digital Customer Service Center, the newest use case included in the 2022 Gartner ...