Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

American Airlines plans to lay off 656 employees in its customer support department as it consolidates into one team. In total, 335 employees in Phoenix and another 321 in Dallas-Fort Worth who are ...

Delivering tailored and contextual experiences throughout the customer journey is a strategic imperative for business leaders. Way back in 2017, Microsoft claimed that for 96% of consumers, customer ...