After all, how hard could it be? The problem with customer service is that it only looks easy, and good intentions are only going to take you so far. You can’t transform your customer experience by ...

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 ...