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 ...

The popularity of customer self-service keeps growing, and companies are putting money into new tools to provide quick service anytime, anywhere. Customer contact centers are ready to handle emails, ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 10 years old. Do you dare to go ...

Who hasn't wished that they could read a customer's mind? The good news is that, whatever your product, research tells us there are six basic things most customers want: individuality, understanding, ...

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, ...

Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

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 ...