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...
Forrester Vice President and Principal Analyst Kate Leggett blogged the emergence of what she calls "digital-first customer service solutions." These types of solutions are characterized as delivering...
A few years ago, experts predicted a pandemic was coming. They saw the indicators and issues the warnings, and yet preparations weren't made. Credible predictions are difficult to make. Even more chal...
Despite worldwide lockdowns and varied attempts at a return to regular life, the pandemic shows no signs of letting up. Though there is hope on the horizon that a vaccine will be available soon, this ...
When you hear the term "customer service," what comes to mind? Your first thought is probably an office filled with customer service agents. They are clustered at desks or in cubes (though probably no...
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