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 ...

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 ...

In business, getting people in the door is a key to success. But an even bigger challenge you'll face is to keep customers coming back. A buyer who makes one purchase is likely an impulse buy or a buy ...

That’s what the job candidate told me during her interview, and she meant it. Her ideal job was one where she wouldn’t have to think, just follow the script, hit the metrics, go home. I understood and ...

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 ...