In our global, digital world, there are people working and shopping online and surfing the Web for information 24/7. This often means that customers are seeking to contact or obtain help from a ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four software tools (the actual reps use at ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

HM Revenue and Customs (HMRC) aims to spend big on customer service, hoping to move to a modern technology platform to improve customer support. The department went out to tender for a customer ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

What is ITSM (IT service management)? Your email has been sent This ITSM guide covers how IT service management evolved from ITIL, along with an overview of the ITIL life cycle and the many IT service ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...

Opinions expressed by Entrepreneur contributors are their own. Everyone has at least one cringeworthy customer service story. Sometimes it is amusing to learn about how a vendor and merchant botched ...

Worldwide spending on IT—from software and services to devices and data center systems—will hit $4.7 trillion in 2023 and then reach $5.1 trillion by 2024, Gartner reports. Here’s the top five tech ...