Customer Support and the entire Relationship Management has become the top priority for every customer focused financial services organisation. Companies have identified that increased competition in ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Stemming customer defection is part of owning and running a small business. No business sets out to alienate customers--yet sometimes we unintentionally tick them off by ignoring them due to oversight ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Data agnostic failures. "Data agnostic" platforms often fail to integrate complex systems and leave teams with inaccurate data and time-consuming workarounds. Essential data attributes. A complete, ...

Kana plans to build out its customer service experience management bona fides with its recent acquisition of contact center provider Ciboodle from the Sword Group. The point of the acquisition is to ...

It may sound counter-intuitive but, customer complaints are good for business. Many organisations do not make it easy for customers to complain and as a result they delude themselves into thinking all ...