Long waits navigating a never-ending sea of voicemail prompts, frustration trying to find help with web forums, and repeated emails to customer support that never seem to go anywhere. Of all the ...

Customer relationship management consultants provide independent advice on solutions for managing customer service and customer relationships. Their aim is to help clients improve customer ...

There’s no denying the fact that customer service is important to a small or mid-sized business. The quality of that service will either enhance or degrade customer loyalty to your brand and your ...

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 ...

Pegasystems announced today it has acquired Qurious.io, a provider of a cloud service that analyzes voice calls in real time to enable customer service representatives to better determine their next ...

Bank fees. Few words evoke consumer vitriol faster. Dissatisfaction with escalating checking and ancillary fees for banking services is making competition for customer loyalty in retail banking ...

HubSpot is expanding beyond sales and marketing with the official launch of its Service Hub for managing customer service. The product was first announced last fall, but now it’s moved out of beta ...

American's social media team has accomplished something impressive by making the airline look good despite the challenges the airline faces both from within and without. Outside of manning the ...

All people may be created equal, but the same can’t be said for customers. Everyone knows that some customers are more profitable than others. Conversely, some are downright unprofitable. Knowing ...