PhaseWare made the cut to present at CRM Idol 2011! Find out more about this amazing contest!

Guest blogger Bron McClain, the Customer Service Queen reminds us that if you pay peanuts you get monkeys.

Every sturdy structure needs a solid foundation In customer service and support the best foundation is a knowledge base that holds the answer to anyt

Tell us about your experience with a poor customer service software user interface. Our inquiring minds want to know!

Streamline the customer support process with automation of ticket administration.

Can everyone involved in managing an incident effectively share information with each other? Or with customer support? Or the customer?

How does Zappos do it? What is their secret of great customer service?

Metrics for customer service include tracking time spent administering the ticket and the ticket duration and aging.

Don't let customer support return to the dungeon. Show'em that you can run with the big boys when it comes to increasing business.

Manage your customer's expectations and you will be able to manage the customer service complaint levels too.