This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

James Loffler is the President of Loffler Companies, a leader in business technology services and solutions across the Upper Midwest. In the dynamic landscape of business and office technology, the ...

The new team is focused not on a dream of Lync-enabled contact centers taking over the world but on working with the existing customer base to move them to next-gen capabilities. This week Aspect held ...

In my last article, I discussed why a dedicated Customer Success (CS) department is essential for B2B service organizations, especially those in technology and SaaS. We covered the strategic role of ...