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A dashboard of your social and support connections is critical as Twitter, Facebook, et al continue to be adopted and accepted by organizations. How are you supposed to stay in contact with your customers and clients when establishing all these touch points? Read More

The customer service representative was almost certain that the keyboard was not plugged into the back of the computer. However, he didn’t ask whether the keyboard was plugged in, because that question could have insulted the caller. Are great customer service representatives like that born or made Read More

Has your business shared virtual greeting cards with your customers? If not, here are some great, actionable tips on how and when to put together a greeting card. Read More

Customer care is important to make your customers coming back to your business. But customer love is even a more powerful force that can make your customers coming to your business loyally. Learn how to WOW your customers and make them loyal and faithful to your brand. Read More

The bottom line? 85% of customers are willing to pay more than the average price for a product for a pleasant customer experience.

So where do you begin?

Here are three basic communication channels to consider to improve customer communication and to provide your customers with a memorable ex Read More

Alan Gleeson relates a tale of good customer service, the sad paucity of such service, and the importance of having the right tools for the job. Read More

According to a new study conducted by a telecommunications provider, more small and medium-sized businesses are recognizing the benefits of implementing a hosted phone system within a cloud-based environment.

In fact, roughly 14 percent of survey respondents said they have a better understandin Read More

Salesforce.com just unveiled Desk.com (formerly known as Assistly), which is likely to open the world of online customer service to thousands of small businesses. There is much more to this news than just a name change, it promises to revolutionizing customer service for small businesses. Read More

Contact centers, like the rest of the telecommunications industry, are going to experience some changes in 2012. As a way to remain competitive to other companies, executives should stay ahead of the pack and learn of the trends before they occur, enabling them to be better-prepared when the time f Read More