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 ...

Walt Disney once said about movies, "Do what you do so well that they will want to see it again and bring their friends." The famed animator's quote can also be applied to customer service. If a ...

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 ...

LAS VEGAS--(BUSINESS WIRE)--KNOWLEDGE16 – ServiceNow (NYSE: NOW), the enterprise cloud company, today unveiled a new application that connects departments, systems and workflows to transform the way ...

ORLANDO, Fla.--(BUSINESS WIRE)--KNOWLEDGE17 – ServiceNow (NYSE: NOW), today announced ServiceNow Communities, a major new application in its Customer Service Management solution. More than ever, ...

This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for ...

Uncover the six critical elements of impactful customer journey management & operations to boost your customer experience and foster loyalty As brands continue to up their customer experience game, a ...

The ability to communicate, sell, realize and expand the value your offering delivers to prospects and clients has become the basis of differentiation and competitive advantage in B2B. Why? Selling ...

ServiceNow Customer Service Management (CSM) solution excels at automating and optimizing front, middle, and back-office processes SANTA CLARA, Calif.--(BUSINESS WIRE)-- ServiceNow (NOW) (NYSE: NOW), ...

In the upcoming book, "Personalized," the authors emphasize that personalization is essential throughout the customer journey. Their research highlights that leaders in personalization consistently ...

When the coronavirus pandemic hit in March, little did New Zealand-based Kiwibank realise that it would accelerate the bank's plans to overhaul its customer service management (CSM). The company ...