Get off the customer service hamster wheel

Growing up, I had a hamster. Its cage included a hamster wheel. You know the type: a circular wheel held on a stand, and runged or ridged to allow the hamster to grab hold as they ran–and did my hamst...

Start 2020 off right with a focus on knowledge management

Customer service agents field inquiries from customers multiple times per day. Online communities overflow with customer questions. In both situations, these are often the same, repeated issue. But th...

The next evolution of customer service is coming–and it's amazing!

Ideally, customers would never have questions or problems. Products would never arrive broken or fail. Instructions would be clear. Credit card statements would never be inaccurate. Unfortunately, tha...

Butterball: a study in customer service, experience, and success

The holiday meal. If you are the chef, it's one of if not the most important meal of the year. And if you're the primary cook in the family, you might be looking at more than one over the coming weeks...

Bypassing one of the greatest barriers to amazing customer service delivery

If asked what frustrates most about customer service, people might respond with many possible answers. It could be agents with a bad attitude. It could be poor customer policies. These are all definit...

Set customer service agents up for success as Black Friday approaches

A famous television series kicked off with its first episode titled "Winter is Coming." This phrase ended up carrying more weight than just the arrival of a season in the fictional series. In real lif...

What's new in Customer Service Management, Field Service Management, Knowledge Management, and Communities in the New York release

The New York release of the Now Platform® delivers new functionality for all Customer Workflows: Customer Service Management, Field Service Management, Knowledge Management, and Communities. Some feat...

Five9 and ServiceNow

Check out Five9's pre-built CTI to ServiceNow's ITSM and CSM. Please feel free to contact me directly if you have any questions.

Getting Started with Advanced Work Assignment

Getting Started with Advanced Work Assignment Rethinking How Work Gets Done By Jeff Hoffman and Prithvi Yoganand Overview Until now, routing and assignment in the ServiceNow platform was built primari...

What's new in Customer Service Management, Field Service Management, Knowledge Management, and Communities in the Madrid release

ServiceNow’s entire Customer Service Management portfolio–Customer Service Management, Field Service Management, Communities, and Knowledge Management–has some exciting new features in the Madrid rele...

What's New in Customer Service Management, Field Service Management, Knowledge Management, and Communities in the London release

ServiceNow’s entire Customer Service Management portfolio–Customer Service Management, Field Service Management, Communities, and Knowledge Management–has some exciting new features in the London rele...

Introduction about CSM roles

The CSM product serves both B2B (business-to-business) and B2C (business-to-consumer) business purpose. There can be many different possible relationships and directions of engagement required by our ...

Agent Workstation Information Survey

We are undertaking a major series of efforts to improve the UI for Service Agents. Please help us understand a few basic questions about the workstations that your Service Agents are using, so that ou...

What's New in Customer Service Management, Field Service Management, Knowledge Management, and Communities in the Kingston release

ServiceNow's entire Customer Service Management portfolio—Customer Service Management, Field Service Management, Communities, and Knowledge Management—has some exciting new features in the Kingston re...