As the industry navigates evolving trade patterns, commitment to an exceptional customer experience has never been more ...

Comptroller Thomas DiNapoli's analysis shows how the MTA must be more precise in service expansion and changes.

Tools like ServiceTitan and Jobber give your team the ability to operate in real time, without the handoff friction. And here ...

The customer service troubles came after the SSA announced plans in late February for a “massive” restructuring of its operations, including a workforce reduction target of 12 percent — from 57,000 to ...

Most retail leaders do not expect their customer service scripts to carry legal consequences. After all, they are meant to be ...

The MTA’s claims that it boosted Long Island Rail Road service by more than 40% with the launch of the Grand Central Madison station is being derailed by a new state audit.

The evidence suggests that if accounting firms report their audit employee turnover, it could give investors, regulators and ...

A new audit by the office of State Comptroller Thomas DiNapoli calls into question the MTA’s assertion it boosted LIRR service levels by more than 40% with the opening of Grand Central Madison.

Lawmakers reject audit of the Delta water tunnel project, citing transparency amid debates over its $20B cost and its impact on Southern California water demand.

Sludge guides help you design service improvements Use the sludge guides to see what ‘good’ looks like as you are designing new services or improving existing ones. Our aim is prevent as much sludge ...

Consumers have had it. More than half of Americans report that they've had a problem with a product or service in the past year. Of those, more than half said they were extremely or very upset by ...