Today more than ever, excellent customer service is needed to retain customers. People are tired of spending hours on the phone with rude service people only to find their problems unresolved.

A good manager is a good coach. Gallup found companies who strategically invest in employee development see 11% greater profitability. Yet too many customer service leaders are bogged down by other ...

People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people, this is an ...

Retailers today are experiencing a massive transformation in how customers are shopping. In fact, North American e-Commerce sales have seen an impressive increase of 146% growth in all online retail ...