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 ...

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, ...

Great customer service training can help agents turn everyday interactions into memorable experiences and set your brand apart from the competition. Future skills focus. Equip customer service teams ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Back in our February issue, we discussed the results of a recent SSPA survey of top performing agents. One of the survey's key messages was that: “Simply put, top talent gets more training on an ...

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 ...

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 ...