For companies that rely on excellent customer service to drive revenue, profit and customer loyalty, effective training techniques are integral. A customer service policy and formal service standards ...

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 ...

Let me share a secret. (It’s a sort of non-secret secret.) The single most important internal customer service training “technique” isn’t a technique, a best practice, a trick at all. It’s something ...

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 ...

Your customer service department is responsible for maintaining customer satisfaction, helping to retain customers and assisting in generating repeat revenue for the company. Customer service training ...

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 ...

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, ...

Opinions expressed by Entrepreneur contributors are their own. The rich, indeed, are different when it comes to their customer service expectations. Your company needs to deploy a sophisticated, ...

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 ...