Manage

Call center management and customer service

• Don't let customer service automation override customer experience

  CRM expert Jay Baer, author of NYT bestseller 'Hug Your Haters,' joins the Pipeline podcast and answers host Don Fluckinger's litany of personal experience CRM complaints. Continue Reading

• Achieving excellence through customer service

  While most executives and managers attempt to control the customer experience, ultimately, the task of providing great customer service falls on their employees. In this chapter excerpt, customer experience expert Lior Arussy explains how the way ... Continue Reading

• Beyond customer satisfaction: Know your customers intimately

  This chapter from "Managing Knock Your Socks Off Service" examines why customer satisfaction isn't enough to ensure customer retention, and urges managers to engage customers emotionally. Continue Reading