Aberdeen Group has released a report with some very impressive statistics for multichannel service as practiced in best in class companies.

The PhaseWare Files is offering a series of posts about planning and implementing multichannel customer service and support.

PhaseWare's dream is to revolutionize customer service, one business at a time.

Great customer service is meant to be dripping with generosity and positive attitudes. Make these 4 resolutions to make it so!

Awhile back I wrote a post with definitions of a service desk a help desk and a support desk I wonder if those definitions have held up What do you

Links to some perfect illustrations of the customer service spectrum, who "gets it", and who doesn't.

Automating tasks in the customer support work flow allows your agents to do the work they should be doing: talking to customers.

Dear Santa: All I want for Christmas is a way to give superior service to my customers.

Your customers like to find their own answers. Here are 8 important components of an online self service center.

Sherlock Holmes would see the value in an online customer self service center. After all, it's elementary.