When you can track customers through your point of sale system, you can manage your relationship with your customers and improve your service. To track purchases effectively, you must be able to ...

Running a call center is about more than just answering phones. Every call, every second of talk time, and every interaction ...

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 ...

Over at I Will Teach You To Be Rich you can download a simple Excel file to track all of your customer service calls. I just started doing the same - keeping a ...

“What gets measured gets managed,” said Peter Drucker, America’s father of management philosophy. It’s an appealingly concise piece of wisdom: you will effect change on those things you pay attention ...

There you are, sitting at your airport gate, when the dreaded delay announcement comes. Most everyone lets out a groan, but from there, the emotions divert in a multitude of directions: phone calls, ...