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Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Businesses are desperately trying to optimize the customer journey by monitoring keywords, web interactions, and how long consumers spend on their website. But many continue to neglect the compelling ...

Recording telephone conversations between customers and agents is commonplace in call centers. Usually it’s done for quality or regulatory purposes with technology that automatically records, logs and ...