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 ...

As the Christmas shopping deadline nears, companies of all kinds are challenged with a huge volume of customer service calls. Traditionally, those found on the other end of 800-numbers are humans. But ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 10 years old. Do you dare to go ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...