A costly and common mistake is to think of customer service training as essentially “trade school” or “tactical training.” The trade skill, technical, and transactional aspects of customer service—how ...

Customer relationship management involves collecting relevant data about a business’s customer interactions in one place to help managers understand their clients and improve customer satisfaction.

Artificial intelligence-powered bots used in customer service settings are finally learning to get along with human agents. Or is it the other way around? Either way, the friction that existed as ...

Do you want to reduce employee training time, increase training effectiveness, and help employees gain experience and confidence? While many companies still provide traditional classroom training, ...

Choosing the right customer relationship management (CRM) solution is crucial, but key steps are needed to make it work for your business. Whether you're replacing CRM or you’re a first-time user, ...

What's the latest on benefits of CRM software? Vendors get their say. Customer relationship management (CRM) platforms are used to manage the relationships a brand has with its customers throughout ...

What a difference a decade makes. It seems only about that long ago that vendors were wrestling with providing the rudiments of automated triage for customer service. It was not often pretty, but they ...

Today’s customers are more empowered and sophisticated than ever before. They are exposed to a multitude of goods and services, and product parity makes defining your company’s competitive edge more ...

Customer relationship management (CRM) software is a set of tools that help businesses track and manage customer interactions. The best CRM software can help businesses to better understand their ...

When you look at the modern business environment, you will see how growth no longer depends only on marketing reach or ...