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, ...

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 company's customer service department is often the first (and sometimes the only) personal contact a customer will have with a business. This point of contact establishes your business image in the ...

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 ...