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 ...

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).

Opinions expressed by Entrepreneur contributors are their own. Talking on the telephone with customers is a pretty unflashy form of customer service interaction. And as a customer service consultant, ...

In the past month, I’ve been asked to write about the ROI on customer service training by three different publications. In one of the articles, I made a comment that resonated with many of the readers ...

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, ...

Exceptional customer service depends on more than smiling, empathetic employees (though they’re vitally important as well!). It also requires customer service standards and customer experience systems ...

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