CGS Survey Reveals Consumers Crave a Human Element in Customer Service During Stressful Times

CGS, a global provider of business applications, enterprise learning and outsourcing services, announced findings from its 2020 CGS Customer Services Preferences in Times of Distress Survey. The results showed that consumers in both the U.S. and U.K. are feeling unsure about the safety of their personal data and prefer to connect with human agents in customer service interactions, especially for those that occur during stressful times. Continue reading CGS Survey Reveals Consumers Crave a Human Element in Customer Service During Stressful Times

Stuck on service: 76% of business decision leaders say it will be difficult to achieve customer satisfaction without raising costs

Ada, the leader in Automated Customer Experience (ACX), announced new findings from a commissioned study conducted by Forrester Consulting on behalf of Ada in March 2020 which found that many business leaders say that customer satisfaction is their top goal but three out of four (76%) expect difficulty in achieving this without raising costs in the next two years. Continue reading Stuck on service: 76% of business decision leaders say it will be difficult to achieve customer satisfaction without raising costs

Qualtrics Launches Solutions to Help Organizations Know When to Transition Employees Back to the Workplace and How to Ensure Customer Confidence as Businesses Reopen

Qualtrics announced four new solutions to help organizations determine the right way to transition employees back to the workplace and ensure customer confidence as they reopen businesses. The solutions will be offered free for a period of time. Continue reading Qualtrics Launches Solutions to Help Organizations Know When to Transition Employees Back to the Workplace and How to Ensure Customer Confidence as Businesses Reopen

Goosehead Insurance Transitions Entire Organization to Work from Home Environment with RingCentral

RingCentral announced that Goosehead Insurance, a rapidly growing independent personal lines insurance agency, is using RingCentral’s cloud communications solutions to enable their entire organization to work from anywhere, using any device. Continue reading Goosehead Insurance Transitions Entire Organization to Work from Home Environment with RingCentral