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. The Role of Promotions and Budget in Managing Expectations Marketing promises and customer service capabilities must align to maintain user satisfaction.

Customer Experience 52

Customer Experience Management Front-line service Feedback 52

Taylor Reach Group

MAY 11, 2021

Develop a ‘Guiding Principal’ document to guide agents with their decisions during customer contact and invest the time to conduct workshops and training of all staff. Institutionalize ‘Guiding Principles’ and incorporate them into all existing and new procedures, training programs, QA and post call CSAT etc.

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

Connecting the Dots

MARCH 22, 2023

customer service representatives was just $36,920 in 2021, the latest year covered by federal data compared with $45,760 for all workers at the time. Morgeson said that with the economy still adding jobs at a rapid clip, many front-line service personnel have moved into other positions, leaving them open or with less well-trained people.

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. When friends asked how I maintained grace under pressure in combat, I pointed to the supportive practice I received as I trained to be a warrior. 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

By investing now in better self-service capabilities, like AI-powered dynamic search bars or chatbots , you will better contain higher volume and get earlier signals of changes in your customers’ needs through data-driven insights.

Customer Experience 59

Customer Experience Front-line service Self service Contact Center 59

Connecting the Dots

APRIL 21, 2017

The features have gotten complicated, so customers have more reasons to call because it’s not intuitive how to use a product or service. We need to train empathy. When I look at the best companies out there that do this, they stopped training so much on policies and procedures. That’s become a real problem.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48