Category: Customer Service

By Akshay Shah In collaboration with the Institute of Customer Experience, Kenya, we gathered insights from over 320 respondents in March-April 2024, through our experience management platform. Our diverse sample covered various demographics, roles, and industries, focusing on the 2024 theme: “Elevating Employee Experience (EX) for Customer Experience (CX) Success.” You can download and digest the full report […]

The maximum amount you may borrow when you obtain a mortgage is 2024. Your creditworthiness and monthly disposable income are two particular criteria that will affect this. The maximum amount of money lenders in the sector can lend to borrowers for their loans to satisfy Federal Housing Finance Agency requirements is limited. The government is […]

I find that most CEOs and top management believe their organization delivers awesome customer service. If you ask all 330 million people in the US to identify 5 customer service leaders most would not be able to come with 5. I started developing in 1979, Feelings the world’s first customer service program. It was released […]

In the high-pressure environment of call centers, agent burnout and turnover are persistent challenges that can disrupt operations and increase costs. Call center agents often face demanding workloads, repetitive tasks, and difficult customer interactions, all of which contribute to high levels of stress and job dissatisfaction. This not only affects their well-being but also leads […]

10 Sep Saintly Customer Service in a Survey World I called AAA to get a car towed last month, the subcontractor who moved the car was fantastic – everything that I could possibly want in a tow-truck driver on what was (obviously) a bad day. After he had backed the car into my narrow driveway, […]

It’s easy to imagine how AI will reshape the future, but the reality is that AI is already here and now is the time to capitalize on the opportunity. To really experience AI’s benefits, companies will have to make big plays. Slapping AI onto existing products or processes won’t be enough – you have to […]

In the era of the customer, brands must adapt to survive and thrive. A customer-centric mindset is not just a nice-to-have — as research continually shows, it’s paramount.  Customers want to feel valued and cared for across their customer journey, and as they increasingly shift to social and digital channels to navigate their journeys, the brands […]

Every business exists as long as it has customers. But what if these customers decide to part ways due to inefficient support processes, defective products, or poor engagement? Even small month-on-month increments in customer churn can put big questions on the survival of your business. So, how do you stop customer churn and retain your […]

I live in what is the definition of a resort market. Glenwood Springs, Colorado, on the Colorado River. With a theme park, world class skiing, whitewater rafting, and every other outdoor method of outdoor fun, it is a lively place, full of people being humans. The concept behind Dealing With Humans applies to virtually any […]

Home > Call Center Customer Service Training Call center customer service training can be a real challenge, because once someone is “on the phones”, it is difficult to release them for a training session, as it will affect service levels. It is important therefore, that any training carried out achieves its objectives, and that the […]