Anyone who has had a customer support e-mail query orphaned by a vendor or who has been forced to abandon a shopping cart midsession knows that online customer service has a long way to go. E-commerce ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

For example, if you need to work with new hires, the trainer can spend time on customer service basics. Training for more experienced agents can focus on developing specific techniques, like ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

Responsiveness is crucial for customer retention and shows customers they are a priority. Authenticity in customer interactions enhances the customer experience, with personal engagement often ...

— his 35 years in fixed ops, Bob Cawley has heard his share of advice. He has been told about new gadgets, the latest and greatest processes and bold "out-of-the-box thinking." To it all, Cawley says, ...