Do you realize the financial impact of poor first call resolution on your customer service and support?

Knowledge Centered Support can put your customer support process into the fastlane. By Kristin Robertson, President of KR Consulting.

When the FDA calls, you need to be able to product your records in record time. Using a system such as PhaseWare's Tracker Suite of products is the app for that.

Making sure your documentation measures up to FDA standards can be nerve-wracking. The right software can take some of the sting out.

Starbucks helped us through tax day with free coffee. What customer service are you doing to help your customers through the business day?

Dexter+Chaney gained 225 hours in productivity and deflected over 300 calls to their customer service center in a month. Here is how they did it.

The SQM Group introduces call center certification and its impact on customer satisfaction and experience.

That's right Encourage your customers to complain Give them multiple channels to do it in Let's face it as we have repeatedly heard customers are ta

When customers call or request a live chat they expect customer service to be able to quickly look up their particular information, not waste their time with the Alt-Tab two fingered salute.

Phil Winters an advisor to Peppers Rogers Group created a list of 10 customer management trends Customer Strategist Phil Winters 10 Customer Manag