Gear up your complaint management systems: the FDA says you must have its approval for that mobile medical application you just developed.

We need to know about the customer experience we offer. But what needs to be done? Especially if you use multiple channels?

Which characteristic of a customer service agent is one of the three most influential for customers?

There are only 2 things that create an outstanding customer experience. Everything else is frosting.

Self Service shouldn’t be the answer if you haven’t asked your customers the question. You may ruin a perfectly good customer experience thereby.

Need to pick customer service and support software? Here are 5 Tips for selecting the best customer support software for your business.

Does a person’s desire for customer service her way trump the safety requirements of a business?

A couple of years ago there weren’t many resources for presenting to management about the effects of customer experience improvements. Now…

When we ask our agents to multitask, are we are asking for a decrease in productivity, customer service, and employee satisfaction?

Customer service how do they hate thee? Let us count the ways. 71% of people surveyed by Consumer Reports said that