ANN ARBOR, Mich. — Market research has shown signs that consumer confidence and satisfaction is improving. The American Customer Satisfaction Index (ACSI) continues to climb, registering a second ...

In today’s fast-paced business landscape, customer service is no longer a support function. Advancements in technology have transformed the contact center into a core value driver for the business.

Firms in all industries see artificial intelligence (AI) and automation as a means to improve operational quality and customer experience (CX), reduce costs and increase margins. Customer service is a ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...

Saia’s Sally Buchholz and Karla Staver discuss how the company’s Customer Service Indicators program and its new Exception-free Delivery metric are improving company performance and reliability.