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Recent Posts

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Why You Need a Customer Service Strategy Tailored to Baby Boomers

We provide five simple, yet effective ways companies can cater their customer service to Baby Boomers–”the most valuable generation.”

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The Secret to Ritz-Carlton’s Customer Service Mojo

To unlock the secret to their customer service sauce, Ritz-Carlton connected me with Diana Oreck. Here’s some advice she shared…

Call Center

Google+ Debate Results: Will Technology Kill the Call Center?

Experts discuss changing consumer service preferences, as well as new technologies for support via live chat, email, self service and social media.

Social Listening Tools

5 Tools to Turn Social Listening into Customer Service Action

Reports reveal a disconnect between what customers expect on social media and how companies respond. Here are 5 tools you can use to respond effectively.

Zappos Customer Service

A Zappos Lesson in Customer Service Metrics

Want to know the secret to customer service success? Here’s a peek into how Zappos measures productivity and performance unique performance metrics.

Customer Service the New Marketing?

Google+ Debate: Is Customer Service the New Marketing?

This event featured a star panel that discussed how the roles of marketing and customer service have evolved, and strategies for accommodating these changes.

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Gamification: The Key to Preventing Support Agent Burnout

This article focuses on how adding gaming elements can boost employee retention by providing help desk agents with a sense of accomplishment.