Customer Experience News & Trends

COVID-19 just made customer service work a lot harder: Here’s help to keep up morale

While many employees are working less because of COVID-19, customer service professionals are working harder than ever. Their hours are longer. The demand is complex and draining. 

Words that make the customer experience better

The very best phrases fall under what researchers call “advocacy.” They suggest service pros aren’t just doing something customers requested. They’re advocating for the customer they interact with.