The exact type of information in a customer service management system varies somewhat depending on the type of services the business offers. These systems should provide a complete record of ...

Walt Disney once said about movies, "Do what you do so well that they will want to see it again and bring their friends." The famed animator's quote can also be applied to customer service. If a ...

LAS VEGAS--(BUSINESS WIRE)--KNOWLEDGE16 – ServiceNow (NYSE: NOW), the enterprise cloud company, today unveiled a new application that connects departments, systems and workflows to transform the way ...

This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for ...

Customer service centers, whether a shipping group dealing with consumers or an IT organization working with corporate employees, has a lot of information to manage. Technology has been improving over ...

Uncover the six critical elements of impactful customer journey management & operations to boost your customer experience and foster loyalty As brands continue to up their customer experience game, a ...

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, ...

Over the past several years, I have been searching for a customer service manger who has been promoted to the position of CEO. During the course of my search, I have been surprised to have been ...

The ability to communicate, sell, realize and expand the value your offering delivers to prospects and clients has become the basis of differentiation and competitive advantage in B2B. Why? Selling ...

With all the talk of social media and other new approaches for customer service, it’s easy to overlook the importance of that old-time communication medium, email. This week, KANA Software released a ...

When the coronavirus pandemic hit in March, little did New Zealand-based Kiwibank realise that it would accelerate the bank's plans to overhaul its customer service management (CSM). The company ...