Business Wire

Silver Star Elevates First Call Resolution by 83 Percent While Surpassing Growth Plans in Record Time, Earning Calix ‘Giant of Customer Service and Support’ Award

SAN JOSE, Calif.--(BUSINESS WIRE)--Calix, Inc. (NYSE: CALX) honored its customer, Silver Star Communications (Silver Star), with a 2023 Calix Innovations Award, recognizing them as a “Giant of ...
TMCnet

Jackson Earns Award for Highest Customer Service in Financial Industry for 14th Consecutive Year

Jackson National Life Insurance Company ® (Jackson®), the main operating subsidiary of Jackson Financial Inc. 1 (NYSE: JXN), ...
Business Wire

LinkLive Agentic AI Reaches 1,100 Customers With Leading Organizations Achieving 78% First-Call Resolution and 50% Cost Reduction

Secure, AI-powered Journey Orchestration Engine delivers efficiency gains, cost reductions, and stronger customer outcomes across financial services, healthcare, and human services SAN ...
SFGate

Why the First Call From a Customer Is the Most Important

If repeat business is your goal, good customer service is essential. According to a recent survey, one bad customer service call will send most customers away permanently. Since repeat customers bring ...
Destination CRM

The Struggle to Raise First-Contact Resolutions

“When you call the call center today, your expectation is that the person that’s going to answer the phone on the other side will have knowledge around everything,” says Shahar Chen, CEO and cofounder ...
TMCnet

Choosing AI Call Centre Software: What Outcomes Matter More Than Features

Most teams shopping for AI call centre software start in the same place. Feature lists. Dashboards. Model names. Promises of ...
Florida Today

Health First Health Plans cited by J.D. Power for customer service

Health First Health Plans has earned the J.D. Power 2025 Customer Service Certification for providing outstanding customer service for phone support. The J.D. Power 2025 Certified Customer Service ...
Forbes

How To Capture More Revenue Per Customer: One Metric To Focus On

Your customers want answers and they want them right now. The results from Forrester's annual Customer Experience Benchmark Surveys are in, and "Did the company resolve all my problems on the first ...
Entrepreneur

No More ‘Press 1 for Service’ — Here’s How to Bring Phone Systems into the Age of Personalization

AI phone agents are revolutionizing customer service by replacing outdated, impersonal phone systems with intelligent, personalized and efficient conversations that boost satisfaction and business ...

Have chargebacks become the default customer service channel?

What was originally designed in the 1970s as a consumer protection mechanism is increasingly being used as a primary customer service channel. From the cardholder’s perspective, the shift is ...
CMS Wire

From Analytics to Action: How Contact Centers Are Getting Smarter

Rich Hein: Hello and welcome to “Beyond the Call,” where the go-to show for insight, trends, and actionable advice in the customer service and support industry. I'm Rich Hein, your host, and today ...