Articles
Corporate social responsibility goes beyond one-time donations, and two companies share with us how they make that happen.
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When leaders live the mission and values their businesses espouse, employees own and live the mission of the business in return.
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In the digital age, customers will do just about anything to avoid interacting with a live person unnecessarily, especially beyond the purchasing process.
Eighty percent of the buyer’s journey is conducted online through self-education, and Forrester reports a clear preference for digital channels as people turn to web or mobile
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Customer service representatives (CSRs) are supposed to serve customers. And while that sounds straightforward, it's actually a job that’s much more difficult than the title might make it sound.
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Growing an A-list team of customer support representatives requires a new set of management tactics. The stereotypical image of a customer service or call center organization typically resembles the following: teams of customer support representatives (CSRs) chained to endless rows of cubicles. Employees punch in and out.
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