The exact type of information in a customer service management system varies somewhat depending on the type of services the business offers. These systems should provide a complete record of ...

Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

Customer service centers, whether a shipping group dealing with consumers or an IT organization working with corporate employees, has a lot of information to manage. Technology has been improving over ...

No longer nice-to-haves, CRM systems today are essential tools helping organizations create the high-touch, personalized interactions their customers demand. While most people equate customer ...

A good customer experience is the result of good knowledge management. Don't believe me? Here are three arguments why. To state the obvious: A good knowledge experience is one that is efficient, ...

At last week’s Knowledge 16 conference, the big news from service management vendor ServiceNow (NYSE:NOW) was its push into customer service management (CSM). Venturing beyond its information ...

With over 60,000 stores around the world, 7-Eleven has a huge task in serving its customers. It has redefined its processes using the ServiceNow platform to do just that. 7-Eleven prides itself on its ...

Melbourne (GLOBE NEWSWIRE) - Fix-It Right Plumbing, a leading Melbourne plumbing company with a commitment to excellence announces a significant leap forward in customer service through the strategic ...

NICE Systems will be providing its "Perform" customer service management platform to leading security services company ADT to help the security provider improve customer service. The NICE Perform ...