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 ...

Even in a blazingly fast, digital-first world, our society’s relentless pursuit of procedural and experiential optimization is probably always going to have a stubborn wrench stuck in the gears: ...

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 ...

Jeff Somers is a freelancer who has been writing about writing, books, personal finance, and home maintenance since 2012. When not writing, Jeff spends his free time fixing up his old house. He has ...

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 ...