Customer Experience News & Trends

16 Customer Service Week ideas to pull your celebration together

The customer experience, and everyone involved in making it happen, are all about to get their due. Are you ready to celebrate National Customer Service Week? We have ideas to pull it all together now.

3 bad service moves that make customers dump you

Having a poor experience is the top reason customers will seek out a new provider, according to the latest research. And most customers will likely have a poor experience if your front-line people make these seemingly innocent mistakes:

At-home agents or offshore – what’s the way to go now?

What’s the better way to staff when in-house growth doesn’t fit the bill – at-home agents or offshore contracts?

What’s the difference between a good and a great customer? (Hint: ‘Show me the money!’)

What’s the difference between a good and a great customer mean to your company? It’s serious business, and contact center pros are at the heart of it.

How much training should agents get?

Agent training: The more the better, right? Maybe not.