Customer Service

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated. Technology...

The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to “worsen an already bad situation, as by increasing anger,...

I know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. Two years ago, I would have been in the same state...

What qualifies an excellent customer service experience? We are all consumers who need a little help once in a while, so you would think that this is an easy question to answer—that there are...

What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price as the number one competitive differentiator in today’s economy. While...

January is the toughest time of the year to be a new agent. Early in my career, I worked at a mobile phone company that got hit with sky-high post-holiday call volumes. There were...

Are your agents saying the right thing? If you are like most call center leaders, quality assurance requires a lot of your attention and time. How many times have you revamped your program in...

My mother had a lot of children… 10 to be exact. She had multiple means of teaching this brood of children acceptable social behaviors. These included metaphors, analogies and idioms. I recall an idiom...

It provides a sense of threat… that there is an “or else” at the end of that command! We live in a world where people feel entitled to operate on the premise that if...