Here are three ways in which automation can help organizations use technology to help cut costs while still improving customer satisfaction. The cost of customer service is rapidly increasing, with ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people, this is an ...

By customer control I’m referring to those situations where the customer not just keeps changing requirements but tries to meddle in the design. This customer thinks that he is an expert or has fixed ...