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 ...

ServiceNow Customer Service Management uses a structured, closed-loop process to diagnose and fix the root cause of customer issues. More and more companies are providing a mix of connected products ...

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 ...

If your organization isn’t tapping into the benefits of customer relationship management, it could fall behind the competition. Many business owners are already aware of Customer Relationship ...

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 ...

ORLANDO, Fla.--(BUSINESS WIRE)--KNOWLEDGE17 – ServiceNow (NYSE: NOW), today announced ServiceNow Communities, a major new application in its Customer Service Management solution. More than ever, ...

With all the talk of social media and other new approaches for customer service, it’s easy to overlook the importance of that old-time communication medium, email. This week, KANA Software released a ...

Discover the best customer identity and access management solutions in 2026. Compare top CIAM platforms for authentication, ...

Managing a large customer service operation is a lot like being the ringleader of a three-ring circus. You have to perform superhuman feats of customer support—all while juggling multiple CRM ...

Whether it's the phone company, a big box store, or an insurance provider, everybody has nightmare customer service stories. To me, the most frustrating problems are the ones that companies create for ...