As the year draws to a close, we reflect on the insights and advancements in customer service. This article highlights CMSWire's top 10 customer service and contact center articles of the year, ...

Inbound phone support is an undervalued customer service tool. Here is how to turn phone support into a source of customer ...

Salesforce launches Agentforce Contact Center to unify voice, AI, and CRM data on a single platform, aiming to eliminate fragmented customer support systems.

The relationship between any business and its customers rests upon the customer experience. Statistics clearly show that finding new business costs more than keeping existing customers. This is why ...

Critical customer data and actionable feedback are pure gold to an organization, and GE Capital Solutions Customer Support Center is one company that's not afraid to dig. With a dedicated Reporting ...

A massive and rapid shift in customer expectations is underway. Customers want personalized and highly relevant experiences across each business interaction — and they want these experiences instantly ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...