In my previous article, How CX Meets Employee Engagement for Business Growth, we explored the symbiotic relationship between Customer Experience Excellence (CEE) and Service Employee Engagement (SEE).

Here are eight strategies to increase the power and effectiveness of your customer service training. Each is intended to add meaning to the effort for all involved and to provide results that are ...

The importance of employee learning is well-established. According to a report by LinkedIn, 9 out of 10 global executives plan to either maintain or increase investment in learning and development for ...

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.

For companies that rely on excellent customer service to drive revenue, profit and customer loyalty, effective training techniques are integral. A customer service policy and formal service standards ...

This semester an xLab team worked on a project for Progressive Insurance. It was the first semester of the project, and the team was tasked to create a tool to train customer service agents using ...

In today's business landscape, customer expectations are higher than ever before. To deliver exceptional field service, technicians must be equipped with the right knowledge, skills, and tools.