What’s the best way to create high levels of interaction and engagement between service representatives and customers? Try moving customer service to the cloud.

Online self-service is failing. Here’s how to fix it.

Worried about tackling service via Facebook or Twitter? See to your self-service website and customer-centric focus first.

What’s the role of Twitter when it comes to customer service? Here’s what it shouldn’t be: a deus ex machina that papers over poor customer service practices. By all means, embrace Twitter, but treat it equally to all other channels.