Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. In the realm of customer service, a monumental shift is underway. Outdated legacy software ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

Call center representatives use CRM software specifically designed for contact or help centers. These platforms host all customer information, including contact information, interaction history, ...

"Workforce management solutions have always been critical for the success of large and complex contact center operating environments. Increasingly, they are also being used to simplify management of ...

Customer relationship management (CRM) providers have tailored their offerings for the small business market, providing software-as-a-service options, integration with other technologies, and an ...

Chris Koziol joins as President and general manager of the Interaction Management business unit Aspect Software, a leading provider of next generation customer contact and enterprise workforce ...

This guide was reviewed by a Business News Daily editor to ensure it provides comprehensive and accurate information to aid your buying decision. Gone are the days of exchanging napkin notes and ...

Discover how a CRM can enhance business relationships. Learn about the benefits of CRM and how to optimize CRM strategy for better customer management. Customer relationship management software is a ...

Inefficiencies in customer service offerings cost businesses millions of dollars each year. To improve customer service, companies should monitor regional orders and compare them to those regions’ ...

Your approach to customer service can play a big part in the success of your business. There are plenty of ways to handle customer service, but the strategies behind them can be broadly described as ...

Businesses within the transportation industry have a much greater amount of exposure to the public than many industries. Consider that many transportation companies not only maintain a customer ...