Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired. I’ve been preaching this for years. Yet it still surprises me that ...

In my previous article, How CX Meets Employee Engagement for Business Growth, we explored the symbiotic relationship between Customer Experience Excellence (CEE) and Service Employee Engagement (SEE).

This semester an xLab team worked on a project for Progressive Insurance. It was the first semester of the project, and the team was tasked to create a tool to train customer service agents using ...

What exactly is customer service-specific empathy? And how do you go about training employees in it (if, in fact it can be trained for) and deploying its power at your company? Let me back up. If you ...

Professional certifications are pivotal for customer service and contact center professionals aiming to enhance their expertise, credibility and career prospects. From frontline customer service ...

PICATINNY ARSENAL, N.J. - As a service provider organization, U.S. Army Garrison Picatinny Arsenal employees are committed to providing programs and services delivered with a sense of individual pride ...

Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Quality customer service will not only ...

STUTTGART, Germany - Strong customer service is a business essential, even in a military environment. That's why U.S. Army Garrison Stuttgart employees and Soldiers attend customer service training.

Your customer service department is responsible for maintaining customer satisfaction, helping to retain customers and assisting in generating repeat revenue for the company. Customer service training ...

“Many of our members were going outside of aviation training for customer service needs, and there wasn’t something that was really designed holistically for the aviation industry, so we quickly ...

Do you want to reduce employee training time, increase training effectiveness, and help employees gain experience and confidence? While many companies still provide traditional classroom training, ...

As a small grocery chain owner, Summer Auerbach has spent a lot of time over the last few months thinking about a particular brand of viral video that emerged during the pandemic. They have titles ...