Note: this is the follow-up to last week's article about preparing for the holiday shopping season. We are now two weeks into November and even closer to Black Friday, the traditional start of holiday...
The United States continues to grapple with COVID-19. Remarkably, against a resurgent case count across the country and a continued high unemployment rate, reduced health and safety restrictions over ...
Almost a decade ago, Gartner made a bold prediction about the pervasiveness of chatbots in the year 2020. They predicted that customers would "manage 85% of their relationship ... without interacting ...
The COVID-19 pandemic has thrown challenge after challenge at businesses. Yet at the same time, it has created new opportunities for companies to innovate and better engage with their customers. One o...
The challenges facing customer service organizations have never been greater. Many contact centers have been shifting to a remote workforce while at the same time facing increased call volumes. To add...
Ask anyone how long the COVID-19 pandemic has been affecting their daily life, and you'll likely receive a range of answers. One thing would probably be constant in those answers, though: too long. Co...
National Customer Service Week was established in 1984 by the International Customer Service Association (now a part of the Professional Association for Customer Engagement or PACE). The U.S. Congress...
In his 1999 book Management Challenges for the 21 Century, Austrian-born American management consultant, professor, and author Peter Drucker wrote of the importance of “the coordination and exploitati...
Around the world, the COVID-19 pandemic continues to pose a threat. While some countries seem to have it under control, "control" really only means a small and manageable amount of new cases each day....
That's no moon. It's a space station. Obi-Wan Kenobi, in Star Wars To any Star Wars fan, that line should be instantly familiar. Hearing it, they'll recall the moment Obi-Wan Kenobi, Luke Skywalker, H...
When customers pick up the telephone or chat online to engage live with customer service, it's with an agent: a frontline customer service person. Any customer service leader will tell you having a fr...
Did you miss any of our Now on Now sessions and demos at the Knowledge 2020 digital experience in May? We have you covered. Now on Now is what we call “drinking our own champagne.” It’s how we at Serv...
Pre-pandemic, hearing the term "customer contact center" would probably elicit a vision of a large room filled with headset-wearing agents. The bigger the company, the larger the room ... or maybe it ...
The Paris release of the Now Platform® is now available! For the Customer Workflows portfolio, it delivers new functionality across Customer Service Management and Knowledge Management. (See here to l...
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