Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

We all know that customer service is a core space where companies can improve to maintain an edge against their competitors. An article from Zendesk highlights "51 customer service statistics you need ...

Many brands miss their business goals, not because they have a poor product or their marketing strategy is weak. They miss their goals because they don’t prioritize customer service. And the main ...

The current CRM scene keeps advancing at a rapid pace, with innovative companies now leaning toward options combining ...

ORLANDO, Fla.--(BUSINESS WIRE)--KNOWLEDGE17 – ServiceNow (NYSE: NOW), today announced ServiceNow Communities, a major new application in its Customer Service Management solution. More than ever, ...

A local government uses a centralized customer service system - sometimes called 311 - so residents can call a centralized government phone number, place requests for service and are assigned tracking ...

A few weeks ago at Harvard, some of the country's leading 311 directors, chief innovation officers, chief information officers and chiefs of staff convened under the sponsorship of Living Cities to ...

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

T-Mobile is getting rid of that robotic voice on its customer service lines, the company announced Wednesday. The Bellevue telecom said it would connect users straight to a team of customer ...

When the customer experience (CX) at your business goes south, it’s often because one or more of your systems are broken or haven’t been set up in the first place. A rule of thumb is that when ...

Competition is fierce in the hospitality industry. Whether it's a hotel chain, an airline, a cruise ship company or a restaurant, businesses are utilizing the most up-to-date systems for improving ...