ServiceNow News
113 items
Though it seems like a twenty-first century concept, would it surprise you to learn [customer journey mapping](htt...
A pandemic should definitely affect your customer service journey
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almost 6 years
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The COVID-19 pandemic continues its spread. Healthcare workers around the globe a...
Three ways to keep customer service agents working from home engaged
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almost 6 years
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The COVID-19 pandemic has upended the world. As we wait for [signs that the tide is turning](https://...
Customer service automation is now more important than ever
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almost 6 years
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It's an understatement to say we are living in interesting times. Now declared a pandemic, the [novel coronavirus COVID-19](https://www.who.int/emergencies/diseases/novel-coronavirus-2019) is [impa...
An open letter on customer service during a pandemic
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almost 6 years
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Imagine having [over 150 million clients](https://www.irs.gov/newsroom/irs-opens-2020-filing-season-for-in...
The secret to providing customer service to millions on a declining budget
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almost 6 years
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Artificial intelligence (AI) and automation continue to change the business landsca...
Three tips for getting customer service's house in order for AI and automation
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almost 6 years
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In her annual "[megatrends](https://go.forrester.com/blogs/the-three-megatrends-for-customer-service-in-2020/)" ...
Automation and AI only works with help from customer service agents
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about 6 years
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Groundhog Day. Occurring every February 2nd, it's a tradition-turned-holiday...
Actionable analytics–not groundhogs–lead to better customer service
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about 6 years
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Omni-channel enhancements
Contact center supervisors and managers are responsible for the quality of customer service offered by their agents. To monitor that quality, they monitor and coach staf...
What's new in Customer Service Management, Knowledge Management, and Communities in the Orlando release
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about 6 years
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Customer service agents field inquiries from customers multiple times per day. Online communities overflow w...
Start 2020 off right with a focus on knowledge management
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about 6 years
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Ideally, customers would never have questions or problems.
Products would never arrive br...
The next evolution of customer service is coming–and it's amazing!
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about 6 years
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The holiday meal.
If you are the chef, it's one of if not _the_ most important meal of the year. And if you're...
Butterball: a study in customer service, experience, and success
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about 6 years
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If asked what frustrates most about customer service, people might respond with many possible answers. It coul...
Bypassing one of the greatest barriers to amazing customer service delivery
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about 6 years
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A famous television series kicked off with its first episode titled "[Winter is Coming.](https://en.wiki...
Set customer service agents up for success as Black Friday approaches
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over 6 years
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ServiceNow’s entire Customer Service Management portfolio–Custom...
What's new in Customer Service Management, Field Service Management, Knowledge Management, and Communities in the Madrid release
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about 7 years
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