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).

Ask executives from any company that has achieved consistent improvements in customer service and they will tell you that they could not have done it without putting in place a comprehensive and ...

The worst possible customer service training is one that neglects to explain the “why” behind great customer service. The second-worst customer service training is one that neglects to show the “how.” ...

Once they reach school, don’t young people start to think of themselves as students as opposed to customers? Yes and no. As the so-called customer service revolution has reached across the private and ...

AI transforms training. AI is reshaping customer service training by helping agents develop problem-solving skills and emotional intelligence through realistic, adaptive learning environments. Agent ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

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