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, ...

Inbound phone support is an undervalued customer service tool. Here is how to turn phone support into a source of customer ...

Your customer service call center is the heart of your business, and has a direct effect on customer satisfaction. If they experience long wait times or ineffective agents, customers will be unhappy ...

This guide was reviewed by a Business News Daily editor to ensure it provides comprehensive and accurate information to aid your buying decision. Customer service is a critical aspect of any business, ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

Providing excellent customer service requires reliable communication and timely responses. That can be easier said than done with so many communication channels to monitor, including phone, email, ...

NEW YORK — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and ...

Whether your business is a mom and pop operation (or “pop and pop” or “mom and mom”) with just you and your partner handling the phones, or it’s a larger operation with hundreds of agents at the ready ...