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 ...

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 popularity of customer self-service keeps growing, and companies are putting money into new tools to provide quick service anytime, anywhere. Customer contact centers are ready to handle emails, ...

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 ...

With Comcast expanding its data caps to more cities, call center employees are likely being hammered with questions from disgruntled customers. Thanks to a leak of an internal customer service script, ...

Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

Tired of waiting forever on a customer service call? Have no fear, FullStory is trying to minimize those endless hours spent on the phone by capturing everything a user does on a company’s product ...