When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

CarMax is once again slimming down its workforce, this time axing around 350 positions nationwide. Most of the cuts hit its Customer Experience Centers, the network of employees who help buyers ...

Background Hospital incident reporting and patient concerns systems are widely used to detect and respond to patient harm.

If you receive a denial letter from your insurer, don’t appeal the decision before seeking legal advice, says a leading disability lawyer.