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 ...

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...

Customer feedback isn’t just a nice-to-have; it’s actually one of the most important pillars of business success. Without a strong feedback loop, your customer service strategy is kinda incomplete, an ...

I am sure you have seen the reports: Less than one-third of customer service emails get answered within 24 hours -- and over 40 percent of customer service email goes completely unanswered. Still, ...

As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...