Your customer record needs more than dry numbers to be useful. There is more to be found with a little investigation.

One cashier, a long line of customers, other employees chatting with each other: what's wrong with this picture?

Download a copy of our latest White Paper : Give Customers the Gift of Chat :Implementing Live Chat in Customer Service Channels.

Automation can be used in customer support but it must be used judiciously. Its use can streamline support when used properly and with planning.

The Most Essential Asset When Dealing with Angry Customers Word Count 411 The weather has certainly been crazy this winter The sun will shine for a

Learn about two applications that can streamline the customer support center.

Valentine's Day has a few lessons in customer service for you. Find out how Valentine's Day helps define a customer relationship.

Poor customer service is often the result of poor strategy and the strange idea that the service center is a cost center. Can this situation be reversed?

A high first call resolution (fcr) rate is a leading indicator of how well a customer support center knows its stuff.

Randall Nelson CEO of PhaseWare appears in Business Week. His words of advice Be tenacious. We are. We want to bring you the best content for customer service and support best practices and tips.