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 ...

More businesses than ever are finding this the right time to invest in customer service training as we head into the post- (or, I should say, nearly post-) pandemic era. And they’re right to want to ...

This semester an xLab team worked on a project for Progressive Insurance. It was the first semester of the project, and the team was tasked to create a tool to train customer service agents using ...

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, ...

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, ...

The role AI plays in enabling self-service and helping agents dig up relevant information are well documented, but companies are investing in other AI use cases as well, the CCW survey found. One ...

During college, I worked in the call center for Kodak Digital Imaging. As part of our training, we were asked to go home and locate the phone numbers on 10 products in our own home and call their ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...

Opinions expressed by Entrepreneur contributors are their own. If repeat business is your goal, good customer service is essential. According to a recent survey, one bad customer service call will ...