Tips for Improving Citizen Experience Through Customer Service
01 Feb 2022
Government agencies should also view customer service as a value-generator, just as private-sector organizations do, but for different reasons. (Featured on SmartCustomerService.com.)
CRM: More Relevant Than Ever
25 Oct 2010
We're facing a period of significant change — and measuring the impact of change is what CRM does best.
Leading From Afar
16 Feb 2010
Don't let distance infringe upon effective leadership.
Retail Banking’s New Approach, Part 2
15 Jul 2009
If banks want to improve their approach to CRM, they'll first have to improve their definition of the customer.
Who's on Your Team?
23 Mar 2009
Strong and weak ties reveal who your real partners are.
Proactive eDiscovery
28 Jan 2009
Take charge of enterprise information to reduce risk, maintain compliance, and save a bundle.
Maximum Savings, Optimum Service
08 Dec 2008
Mastering the multi-sourced call center.
Political Texting
24 Jul 2008
What can we learn from how candidates are using SMS messaging?
Gung-Ho CRM
01 Jun 2007
On-demand helps to improve services despite war-tightened budgets.
Data Security Measures: An Increasing Concern For Contact Centers
01 Feb 2006
Be sure to act in accordance with clients' wishes regarding data security requirements.
Compliance: No Longer a Tough Call
01 Jan 2006
IP telephony is creating new opportunities to reduce the costs of achieving compliance.
Declaration of Customer Service
16 Jun 2003
A recent KANA study on customer service within the public sector found that more than half of all citizens polled are seeking Web-based interaction with state and federal government agencies.