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Sameer Patel of the Sovos Group wrote an excellent blog post on the way organizations tend to deal with exceptions to process. "The sheer impracticality of channeling exceptions in

One of the issues facing social business and social CRM strategies is the issue of whether customers want to use social media as means for getting customer support. As

We've questioned before the value of investing in contact center technology without improving call center conditions, and the ability of outsourced labor (regardless of whether it is also off-shored)

Atlassian, New Relic, OTRS, Pivotal Labs, Service Now, SugarCRM, and Zendesk have agreed to support a common JSON API specification for customer service applications called NetworkedHelpDesk.org. The idea is

You probably won't want to replace all your call center PCs with iPads, and doing "real" support work likely requires a full keyboard. But we're betting at least a

Paul Greenberg described Apple as a product and engineering centric company, as opposed to a customer and social media centric company, in the interview with Dennis Howlett we posted

"Call centers treat agents like slave labor," writes Forrester analyst Kerry Bodine. She suggests that instead of spending money on the latest technology - cloud, mobile, social analytics and

Last night Salesforce.com announced version 3.0 of its ServiceCloud product. Today at the Cloudforce event in New York City CEO Marc Benioff revealed more about the new version. Most

Plenty of people have tried to make customer service "fun." If you've ever worked a customer service job, you may have seen a FISH! Training Video. But chances are

Zendesk announced this week that it has secured $19 million in Series C funding. The company, which powers the help desks for companies like RackSpace and Twitter, has now

Here's a method that could have a profound impact on social CRM strategies: using personality types to match customers up with representatives. Fast Company reports on how eLoyalty is

Forrester recently found that among the 5,519 information workers the firm polled in US, Canada, the UK, France, and Germany, only 27% would recommend their employer's products or services

In the past ten years, $75 billion has been spent on CRM software, according to Gartner analyst Michael Maoz. During that time, customer satisfaction has risen only 3-5 percent.

Help desk SaaS provider Zendesk announced new Twitter integration features today, including the ability to create new Zendesk tickets directly from Twitter, record Twitter conversation as part of a

Salesforce.com is best known for its CRM and its cloud computing platform. But according to the company its fastest growing product is Service Cloud, a kind of SaaS customer service

Customer service reps, it's your lucky day. It just so happens that three of the top Web-based support applications — ticketing system Zendesk, issue tracker JIRA, and customer service platform

Corporations know that their relationships with customers are drastically changing as a result of the new capabilities made possible by Web 2.0 and social media. Customers increasingly expect to engage