From time to time, in my work as a customer service consultant, I run into company leaders who wake up on a random weekday morning, suddenly and unstoppably gung ho on improving customer service ...

The use of online communities for support doesn’t correlate to customer engagement being on autopilot. When you launch an online customer support community, it does not mean that you’ve created a ...

The goal of a customer service organization is to provide service and support to current and potential customers. A significant number of these interactions occur in the contact center. To properly ...