In our last post, we offered up 10 tips for handling angry customer calls this holiday season. Hard as it may be to calm and satisfy an angry customer over […]

  After decades of punishing workflows and stress, contact center leaders can finally breathe easy. No more running a bare-bones, high-churn operation to save money. No more scrambling to (barely) […]

Learn how to coach and train your customer service team

Learn How FabFitFun Measures Support Success in this chat with Caitlin Logan, Director of Customer Experience at FabFitFun

If past years have taught us anything, it’s that it’s never too soon to start preparing for the holiday season. From Black Friday until well into January, your customer service […]

Is your customer service training program producing the results you want? Is it keeping agents engaged and continually improving their performance? If not, I’m guessing your contact center performance management […]

Your best customer service agents are the people you want representing your brand. They resolve most issues on first contact, and they set a great example for new and struggling […]

Consistently great front-line performance is the goal of every call center training program. Day in and day out, managers and QA reviewers scramble to make sure agents are performing at […]

  Brooklinen, a fast-growing online retailer that made its debut in 2012, wasn’t founded on a whim. It was developed as a simple, consumer-friendly solution to a familiar problem: the […]

If managing front-line customer service teams were easy, all the major trend lines—morale, performance, and customer satisfaction—would continuously rise. But most contact centers don’t see results like these. It’s not […]