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More companies realize the value of investing in customer service. A 2017 American Express study found that 68% of consumers said that a friendly representative was critical to their recent positive customer service experiences, and 62% said that a representative’s knowledge or resourcefulness was essential. These statistics are not shocking, as human to human interactions […]

Customer service is not only about being pleasant to your customers — it is a vital component of business operations that can affect profitability and impact companies’ reputations. Customer service is of critical importance to every business in every industry because it is key to retaining and attracting new customers. By providing excellent customer service, […]

In recent years, the customer service landscape has changed dramatically. Now more than ever, with the prevalence of social media, online reviews, and higher expectations for customer service in general, hiring the right customer service representatives is key to businesses’ sustained growth and success. In fact, a 2017 American Express study found that 68% of […]

Business and customers engage differently today than just a few years ago. Previously, customers wanted low prices and high quality. Customer service was typically accessed through 1-800 telephone lines or in-person at a brick-and-mortar store. Today, the customer’s experience is at the forefront, with consumers becoming more demanding and discerning. Thanks to the ease of […]