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 ...

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 ...

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 ...

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 ...