Customer Service

As most of us know, social media is not just for the user at home. Social media is now a great tool for connecting customers with businesses; whether […]

Contact Centers are now introducing an SMS (short message service), or text messaging, customer service offering that allows companies to directly convert incoming calls to text conversations. DestinationCRM […]

Is your company making a positive impact in mobile? ICMI posted an article discussing the top five consumer responses to the mobile customer experience. A summary of that […]

Information is everywhere – especially with all of the up-and-coming technology. What do we do with all of this information? We turn it into useful tools to measure […]

Contacting customer service over the phone can be one of the most infuriating experiences as a customer. As a small business owner, however, it’s your job to make […]

You are probably more than aware of the importance of social media for your business. And the hype is true. Forbes posted an article describing 9 tips for […]

Cloud based software is no longer up and coming – it’s here. Changing how you operate your business can be a scary step. An article by ChainSolutions reassures […]

Customer service is arguably the most important aspect of your business. Business2Community recently wrote an article discussing the importance for your customer service representatives to understand the value […]

Do customers prefer a particular channel of support because it’s actually their preference, or because their other options are terrible—or nonexistent? It’s a tough call. ICMI recently wrote […]

Hiring and training for multi-channel support requires a robust understanding of the skills, knowledge, and attributes that lead to successful employee performance and customer experiences in each channel, […]