It’s valuable to look back at the year in review, to return – with a bird’s eye view – to some of the ideas, news and people that shaped and influenced us most during the course of the year that is ending. With the spirit in mind, here are some of the best interviews on…

There is plenty of research out there that shows many customers prefer to receive support from self-service channels. Forrester, for example, found earlier this year that 60 percent of consumers use Web self-service knowledge to find the answers to their questions. However, simply offering these channels will only get you so far. If your FAQs,…