This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for ...

SANTA CLARA, Calif.--(BUSINESS WIRE)--ServiceNow (NYSE: NOW) today announced innovations to its Field Service Management solution at Knowledge 2021, ServiceNow’s flagship digital experience for its ...

What is ITSM (IT service management)? Your email has been sent This ITSM guide covers how IT service management evolved from ITIL, along with an overview of the ITIL life cycle and the many IT service ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer service is not a department. It’s a philosophy that ...

Companies are sitting on a wealth of valuable data that could be used to share relevant information with employees to improve the customer experience. However, this data can often be buried in ...

Customer service isn't just about being courteous to your customers – it's a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public ...

Salesforce has announced a swathe of updates to its Service Cloud, which it believes will help companies connect their customer service operations - from DevOps teams, through the contact center, all ...