A local government uses a centralized customer service system - sometimes called 311 - so residents can call a centralized government phone number, place requests for service and are assigned tracking ...

Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

Many brands miss their business goals, not because they have a poor product or their marketing strategy is weak. They miss their goals because they don’t prioritize customer service. And the main ...

Explore how automation is reshaping customer service with AI chatbots, intelligent workflows, and predictive analytics—driving faster resolutions, better experiences, and scalable support solutions ...

A few weeks ago at Harvard, some of the country's leading 311 directors, chief innovation officers, chief information officers and chiefs of staff convened under the sponsorship of Living Cities to ...

Over the past five years, many CIOs have put significant effort into deploying customer relationship management (CRM) systems. These systems provide a single view of the customer for the sales ...

Customer service centers, whether a shipping group dealing with consumers or an IT organization working with corporate employees, has a lot of information to manage. Technology has been improving over ...

If you're looking to improve the quality and consistency of your customer service delivery, it may be that will help most is deploying some simple, non-technological systems that employees can fall ...

Customer intelligence platform Enterpret Inc. today launched what it says is the first agentic feedback system designed to ...

BT is to roll out an upgraded system for its online customer service after signing a multimillion dollar contract with CRM software company, RightNow. The five year deal will see RightNow provide BT ...

Competition is fierce in the hospitality industry. Whether it's a hotel chain, an airline, a cruise ship company or a restaurant, businesses are utilizing the most up-to-date systems for improving ...