Manage

Call center management and customer service

• 6 tips for driving adoption of self-service platforms

  Self-service platforms should be visible to customers, emphasized across all channels of communication and well-promoted. These and more tips are discussed here. Continue Reading

• 6 ways high-performing agents improve customer loyalty

  Sandy Rogers of FranklinCovey offers tips for customer service managers on how to encourage positive traits in agents, such as empathy, responsibility and generosity. Continue Reading

• Call center tips to ensure successful agents

  Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles. Continue Reading

• 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