What is customer service-specific empathy and how do you go about training for it and deploying its power? And is empathy by itself it enough to propel an organization forward?

Will VR Training Become the Dominant Way to Train Sales, Marketing, and Service Personnel? Verizon and many other companies have learned that one of the most impactful applications of VR training is ...

The biggest mistake companies make in customer service training is that they only train the front line. That front line typically consists of salespeople and the team that provides customer support.

The required training, separated in two different courses, (OPEX for Leaders and OPEX for Non-supervisory Staff) both consisted of four-hour, participation-based curriculum, held at Armament ...

In the fall of 2020, University Libraries introduced a new customer service training program to all its faculty, staff and student employees. This online program is aimed at orienting and training ...

But now, one channel that many predicted would fade into obscurity is making a confident return: the voice call. This isn’t nostalgia, it’s recognition. When customers face complex, emotional or ...

Why Customer Service Representatives Might Be Deliberately Making Your Experience Worse Former reps reveal what they say happened at the other end of the phone.

Getting a real person on the phone to help with a customer problem at a big company can be frustrating, but there are a few tricks that work.