When a customer service representative answers the phone, the customer should be able to hear a smile in the representative's voice. The service associate gives her name, thanks the customer for ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

During college, I worked in the call center for Kodak Digital Imaging. As part of our training, we were asked to go home and locate the phone numbers on 10 products in our own home and call their ...

Can a computer program make humans more human? That’s the goal of new software aimed at making call-center agents better at their jobs by assessing performance on phone etiquette and social skills ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 5 years old. In the world of ...