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 ...

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 ...

Does your company frequently interact with your customers? If so, you may find it daunting to handle every customer interaction. Some people prefer live chat, while others like email, and still others ...

5 Types of Call Centers to Attract and Serve Your Customers Your email has been sent Discover how you can leverage different types of call centers to improve customer support and enhance operations.

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 9 years old. There are two distinct ...

As customers, we want to be treated properly and have a certain level of expectation about what makes up good service. But we never think about what type of customer we are, and if we act in a way ...

When it comes to benchmarking customer service teams, operational traits can prove to be a more accurate and relevant point of comparison than common industry classifications. That was the finding of ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. We live in a world of big data, where endless amounts of information can be stored in the ...

Customer service means different things to different people. Consumers engage with businesses via browser, smartphone, social media, and other digital touchpoints that are usually not associated with ...

How much can customer service be automated? Onward has some straightforward targets — 40 percent of tickets and 40 percent of messages should be automated, and average response times should be 40 ...