The customer service function is now a vital element of your business model. Customer service reps handle customer questions and complaints but they also cross sell products. It is now common to ...

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 ...

If you were more drawn to the second statement, your company falls into the Masters of Complexity category. These companies have customer service teams driven by detailed support requests with many ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. This article is more than 5 years old. Do companies that started as ...

I have a little customer service problem. You see, I’m a customer service representative and always have been. It doesn’t matter what job I’ve ever held, restaurant hostess, medical assistant, movie ...

We live in a world of big data, where endless amounts of information can be stored in the cloud at an ever-decreasing cost per byte of storage. While this may sound great to data-driven marketers, the ...

A customer service team is often the face and first line of defense for a company. Customer interactions—good or bad—can make or break a company. It should therefore come as no surprise that decision ...