CSM Magazine

FEBRUARY 11, 2025

Bridging the Gap Between Product Teams and Customer Service To deliver exceptional customer experiences, product teams and service representatives must work as unified partners. Clear communication channels between these departments generate powerful feedback loops, improving both product quality and support efficiency.

Customer Experience 52

Customer Experience Management Front-line service Feedback 52

Connecting the Dots

MARCH 22, 2023

View Full Article Staffing problems in customer service and the growing complexity of essential goods and services, like cars and digital tech, have made complaints harder to resolve, data shows. customers than ever before report experiencing product and service problems. Its not just you: More U.S.

Front-line service 62

Front-line service Consulting Consulting Surveys 62

CSM Magazine

SEPTEMBER 28, 2018

Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. We tell our granddaughters she got a chance to be a “real kitty.”. Customers long to be served by “a real kitty.”

Customer Service 55

Customer Service Front-line service Scripts Contact Center 55

bold360 Blog

MARCH 16, 2020

An example of this could be a self-service article that gets negative feedback or a new question (intent) that is rising to the top based on the frequency of customers asking that question. Monitoring how your content is being engaged with can reveal great insight into needs that are not being met.

Customer Experience 59

Customer Experience Front-line service Self service Contact Center 59

Connecting the Dots

APRIL 21, 2017

One of the things that I read in The Washington Post was an interesting article about how local retailers here in the Washington D.C. The study I’ve always wanted to do alongside the Customer Rage study is the employee front-line service version of Rage Study. It goes both ways.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48