The new app promises to boost efficiency for customer service reps.
The editors of SmartCustomerService.com and Speech Technology magazine are deeply saddened to announce the death of our coworker and friend Michele Masterson.
In two decades, Amazon has entirely transformed consumer expectations.
Separate but specialized support teams are replacing traditional outsourcing.
In a crowded market, the vendor attempts to differentiate itself with speed and solid caller ID functionality.
While customers are increasingly contacting customer service in multiple channels, many companies remain unsure of implementation, especially when it comes to the social media channel.
How can you drive customer engagement? Take a page from Marriott's playbook and recognize that human capital may be your best resource.