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 ...

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 ...

Effective knowledge management is crucial for successful AI. Here’s how organizations can optimize to improve AI-enabled customer service interactions. Organizations everywhere are understandably ...

Call centers, contact centers and contact center as a service software all fall under this category as they include handling of inbound contacts and outbound contacts in the context of customer ...