Customer Service Scripts for the Top 25 CX Words In a call center environment, the agent's language significantly impacts delivering great customer satisfaction (Csat). When Csat improves, the agent's ...

The mission of customer service should be self-explanatory: to better serve a company's customers. And yet so many large enterprises fall short of this goal. They don’t have robust systems in place to ...

When your entire organization has a siloed view of customer experience, the mission is lost, and customers pay the price. Scripts, processes, technology and playbooks contribute valuable direction to ...

An organization that sees its customer service department as a cost center is ignoring a significant opportunity to increase customer loyalty and lifetime value. Customer service is now the primary ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

Empowering every team member—from frontline staff to partners—to think, act and connect with purpose is the foundation of truly memorable customer experiences. Empowerment drives CX. The top customer ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

During college, I worked in the call center for Kodak Digital Imaging. As part of our training, we were asked to go home and locate the phone numbers on 10 products in our own home and call their ...