IT and Business Insights for SMB Solution Providers

Customer Service

Blog Entry
January 22nd, 2020 | Karl Palachuk
CX - Customer Experience - is becoming more important every year. Why? Primarily because of two factors: 1) The Cloud and 2) Clients have more choices than ever. - read more
October 15th, 2019 | Amanda Johnson
In the Age of the Customer, even businesses without big call centers are candidates for call center-as-a-service solutions. - read more
Blog Entry
October 9th, 2019 | Karl Palachuk
(I almost entitled this "Don't Assume Clients Know What You Go Through") - read more
Press Release
September 24th, 2019 | ChannelPro
New partnerships and integrations with Zendesk and Salesforce enable companies to automatically coordinate response between traditionally siloed teams to deliver better customer experiences - read more
Press Release
September 10th, 2019 | ChannelPro
AI-powered search enhancements and advanced management tools bring more effective coaching and empower teams to work smarter, not just harder. - read more
Blog Entry
July 7th, 2019 | Karl Palachuk
Join me for another fun 3-part classs: - read more
Blog Entry
June 8th, 2019 | Karl Palachuk
I am extremely pleased to announce that we have made a deal with Erick Simpson - one of the founders of the Managed Services business model - to distribute his best books and training materials over at SMB Books. - read more
Blog Entry
June 3rd, 2019 | Karl Palachuk
I am currently in the middle of a customer service disaster - as the customer. I have a minor plumbing problem that has been dragging on for three months. So far, I've had three visits from technicians and two missed appointments. Actually, all three visits were missed appointments as well (they missed the 10AM to 3PM window and only showed up after I called them). - read more
Blog Entry
January 3rd, 2019 | Karl Palachuk
Managing Your Service Board - Setup, Core SOPs, and Daily Procedures 5-Week class starts January 8th - Five Tuesdays -January 8 - February 5 , 2019 - Register Now - All classes start a 9:00 AM Pacific - read more
Blog Entry
November 2nd, 2018 | Karl Palachuk
3-part mini class: Deep Dive into the Client Roadmap Process.  Taught by Karl Palachuk. - read more


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