Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

Question: How does a fire and emergency services organization create an effective customer care system that delights the community as well as the firefighters and officers? Answer: The basic building ...

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 ...