This weekend I refilled a prescription at an online pharmacy. Just as I clicked submit on the order, I saw that the scheduled ship date was Tuesday. I had a business trip planned for later in the week ...

Call centers are at the forefront of customer interactions, making it essential to ensure that agents communicate effectively, consistently, and empathetically. A well-crafted call center script not ...

You’re about to go on a ski trip, and you order new gloves from an online website. You’re pumped, but when you get the confirmation email, you realize you’ve ordered them in the wrong size. So you ...

The mission of customer service should be self-explanatory: to better serve a company's customers. And yet so many large enterprises fall short of this goal. They don’t have robust systems in place to ...

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 ...

Customer Service Scripts for the Top 25 CX Words In a call center environment, the agent's language significantly impacts delivering great customer satisfaction (Csat). When Csat improves, the agent's ...

Express Scripts Holdings Co., the largest administrator of prescription-drug benefits in the U.S., is facing an identity crisis as it grapples with replacing $17.1 billion in annual revenue following ...

With Comcast expanding its data caps to more cities, call center employees are likely being hammered with questions from disgruntled customers. Thanks to a leak of an internal customer service script, ...

As the Christmas shopping deadline nears, companies of all kinds are challenged with a huge volume of customer service calls. Traditionally, those found on the other end of 800-numbers are humans. But ...