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

New research and high-profile failures reveal AI in customer service often creates more work and damages trust, challenging ...

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 ...

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 ...

In a statement in response to the audit, LIRR president Robert Free pointed to metrics that show many riders appreciate the ...

The newly released audit reveals more than 100,000 pieces of mail were delayed at the Gardiner Lane processing and distribution facility — some dating back to January 2:45 ...

HM Revenue and Customs (HMRC) aims to spend big on customer service, hoping to move to a modern technology platform to improve customer support. The department went out to tender for a customer ...

The audit reported that Avangrid had issues with how it handled invoices, and notes it doesn’t have appropriate controls for customer service outsourcing, among other things.

The audit, which includes nearly 130 recommendations, highlights asset management, customer service outsourcing and cybersecurity concerns.