Today more than ever, excellent customer service is needed to retain customers. People are tired of spending hours on the phone with rude service people only to find their problems unresolved.

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 ...

In the past month, I’ve been asked to write about the ROI on customer service training by three different publications. In one of the articles, I made a comment that resonated with many of the readers ...

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, ...

Customer service isn't just about being courteous to your customers – it's a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public ...

Online cashier training options provide an introduction to the range of skills cashiers require, including cash handling, basic sales training, customer service and an overview of key calculations, ...

Nearly every company claims to deliver superior customer service. Yet, despite the focus on creating memorable experiences, many customers still report dissatisfaction when interacting with ...

High-touch customer service is a category of contact center interaction that requires human interaction. It can be contrasted with low-touch customer service, which uses automated phone systems and ...

We have all been in situations where we have been treated poorly by a food server, service manager, receptionist or product installer. The end result of such an encounter is typically a vow to never ...