Quiq reports 12 best practices for call centers to enhance customer service, emphasizing empathy, efficiency, agent training, ...

People who create management theories rely upon observation and mathematics in order to construct a model for business activities. Management practice relies upon case studies and the individual ...

In the past, I’ve written other articles on the subject of strategy and competition. To summarize the messages from earlier articles, it is my belief that every business competes across only three ...

Customer expectations are high, and how you attend to your customers’ needs will affect customer retention and business growth. So you need an effective call center management strategy. Forbes Advisor ...

Upcoming ISG Provider Lens™ reports will assess the competitive strengths of service providers and their portfolios for extending IT management principles across the enterprise STAMFORD, ...

Both consulting powerhouses KPMG and Accenture were diamond sponsors of ServiceNow’s (NYSE: NOW) recent Knowledge17 conference, showing a redoubling of commitment to the popular service management ...

Equinix faced a global conundrum: How to meet its in-house IT needs amid a rapid expansion into 31 markets worldwide. The Redwood City, Calif.-based data center and interconnection company has ...