Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired. I’ve been preaching this for years. Yet it still surprises me that ...

Cumbria Tourism is encouraging visitor economy businesses across the county to strengthen their customer service standards by ...

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 ...

AI transforms training. AI is reshaping customer service training by helping agents develop problem-solving skills and emotional intelligence through realistic, adaptive learning environments. Agent ...

Professional certifications are pivotal for customer service and contact center professionals aiming to enhance their expertise, credibility and career prospects. From frontline customer service ...