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).

In customer service training circles, there’s a belief that you can't train for empathy. In other words, the empathy required by a customer-facing employee is a fixed personality trait, something that ...

Last week, the frontline and backend teams of 9mobile came together to celebrate Customer Service Week, a global event recognizing the hard work and dedication of customer service professionals.

EMPLOYEE learning and development is important because it contributes to personal effectiveness and performance. Last week, we discussed how team training binds the company together and improves ...

Three Canadian business schools are among 35 recognized globally this year for innovative education practices by the Association to Advance Collegiate Schools of Business. The U.S.-based accrediting ...

Organizations are attuned to the importance of training their staff in customer service. Ottawa-based consultant Shaun Belding, in his e-zine, lists the following vital elements for such training ...

Learn these seven secrets from the hospitality industry, and you’ll be able to apply them to nearly any business. Iconic, loyalty-building customer service occurs when you seek out and care for ...

Artificial Intelligence is being used for a novel purpose: training customer service staff to handle irate customers through an AI-powered, foul-mouthed robot. Airtel and Google Cloud have ...