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 ...

A local government uses a centralized customer service system - sometimes called 311 - so residents can call a centralized government phone number, place requests for service and are assigned tracking ...

A few weeks ago at Harvard, some of the country's leading 311 directors, chief innovation officers, chief information officers and chiefs of staff convened under the sponsorship of Living Cities to ...

Even the most engaged, best-intentioned employees (and their managers) can benefit from knowing a couple essential expert formulas that will improve their customer service performance day in and day ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

Every successful customer-focused company has a customer service recovery framework at the ready, to be deployed in the moments when things don’t go according to plan. A service recovery system kicks ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...