It goes without saying that customers today expect better, faster service than ever before. Keeping up with demand is challenging enough, but exceeding expectations is entirely another animal—and it's ...

(This is the second half of a two-part series on the keys to great customer service as described in the new book Attack of the Customers, by Greg Gianforte and Paul Gillin. Read part one here.) In ...

NORTH BILLERICA, MA--(Marketwired - Apr 7, 2014) - Omega Management Group Corp., specialists in driving companies' revenues and profits by implementing Customer Experience Management (CEM) strategies ...

If you're looking for an expert on customer service, it's hard to top Bill Price. His career includes a stop at McKinsey, as well as the trial-by-fire experience of being Amazon.com's first head of ...

Opinions expressed by Entrepreneur contributors are their own. In his book No B.S. Ruthless Management of People & Profits, business coach and consultant Dan S. Kennedy presents a straightforward ...

The three top countries for customer service may not be the ones you expect. According to a new report from Zendesk, a cloud-based customer service platform provider, New Zealand, Canada and Norway ...

Oracle has announced the availability of Utilities Customer Care and Billing 2.2, which includes enhancements that help utilities boost employee productivity, improve ability to manage conservation ...

At a low level, it's already happening. Contact center infrastructure is rapidly becoming standardized. Open connection protocols – notably SIP – provide a standard framework for connecting voice ...

Social media empowers consumers to radically influence your brand -- for better or worse. In fact, prospects and customers have the ability to participate directly in your marketing. As a result, one ...