A Look Back at United Airlines' Customer Service Snafu

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What brands can learn from United's social customer service hits and misses.

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Microsoft Debuts Dynamics CRM and Parature Apple Watch App

The new app promises to boost efficiency for customer service reps.

Maria Minsker | Jul 17, 2015
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Information Today Inc. Mourns the Passing of Michele Masterson

The editors of SmartCustomerService.com and Speech Technology magazine are deeply saddened to announce the death of our coworker and friend Michele Masterson.

Jul 13, 2015
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10 Ways Amazon Has Changed Customer Service in 20 Years

In two decades, Amazon has entirely transformed consumer expectations.

Maria Minsker | Jul 10, 2015
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Distributed Customer Service Teams Provide a Solution for Cross-Channel Challenges

Separate but specialized support teams are replacing traditional outsourcing.

Maria Minsker | Jul 02, 2015
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New Start-Up Talkdesk Promises to Create a Call Center in Five Minutes

In a crowded market, the vendor attempts to differentiate itself with speed and solid caller ID functionality.

Maria Minsker | Jun 26, 2015
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Customers Still Have to Channel-Hop to Fix Woes, a New Study Finds

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.

Michele Masterson | Jun 25, 2015
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Marriott's Secret Sauce for Loyalty: Its Employees

How can you drive customer engagement? Take a page from Marriott's playbook and recognize that human capital may be your best resource.

Michele Masterson | Jun 18, 2015