We all know that opportunity for a first impression is critical. So the Department of Commerce through Miami University Regionals E-Campus has designed an online four-week course to help you and your ...

Customer relationship management (CRM) providers have tailored their offerings for the small business market, providing software-as-a-service options, integration with other technologies, and an ...

No longer nice-to-haves, CRM systems today are essential tools helping organizations create the high-touch, personalized interactions their customers demand. While most people equate customer ...

Total quality management (TQM) is a management strategy that emphasizes a continuous, organization-wide effort to maintain quality customer service and satisfaction. The goal of TQM is to foster ...

Since 2024, Karl Benjamin Wilkins has served as the West regional director of operations for the Virginia Department of Motor ...

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

SANTA CLARA, Calif.--(BUSINESS WIRE)--ServiceNow (NYSE: NOW) today announced innovations to its Field Service Management solution at Knowledge 2021, ServiceNow’s flagship digital experience for its ...

Editor's take: Customer care has become one of the most notorious business failures of the digital age, and everyone knows it. Now, artificial intelligence threatens to take this horror show of ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Bad customer experiences could cost organizations throughout ...