Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

Enterprise customer service operations have evolved dramatically in the past decade. Support organizations now manage complex ...

A local government uses a centralized customer service system - sometimes called 311 - so residents can call a centralized government phone number, place requests for service and are assigned tracking ...

T-Mobile is getting rid of that robotic voice on its customer service lines, the company announced Wednesday. The Bellevue telecom said it would connect users straight to a team of customer ...

A few weeks ago at Harvard, some of the country's leading 311 directors, chief innovation officers, chief information officers and chiefs of staff convened under the sponsorship of Living Cities to ...

A company founder and CEO approached me recently, explaining where he felt his company was on the continuum of customer service success. “I think we're pretty good at the ‘smiles’ part of customer ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

Frontier Airlines did away with its customer service call line a few months ago in favor of a messaging-based system available on multiple platforms. The airline says customer response has been good ...