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Customer Service Newsletter

For over 40 years Customer Service Newsletter has been the resource that service leaders turn to for insights, on-going inspiration, and in-depth information on managing their customer service operations.

Experts talk, we share

In one-on-one interviews, leading service and support managers, share best practices for managing their people and serving their customers. Industry consultants tell us about their recent research, experiences in the field, and trends to plan for. And award winning companies go in-depth to explain why their programs are worthy of readers’ notice. Just look at this list of recent articles from the pages of Customer Service Newsletter:

10 most popular articles

  1. Guardian Retirement Solutions blends role-plays, coaching, and certification to develop award-winning team
  2. Switching Metrics: Moving from First Call Resolution to Next Issue Avoidance can reduce total handle time
  3. VerticalResponse keeps rep turnover low by creating a great environment: Career pathing, rotating jobs, creating an upbeat culture, and book clubs all contribute
  4. Service Mapping: A practical approach to rooting out persistent service problems
  5. Support.com manages and motivates remote agents: Monitoring, escalation, and coaching are essential
  6. Managing service in an omnichannel world: Let customer demographics guide you
  7. Starbucks engages frontline employees through corporate messaging, peer-to-peer recognition, and listening programs
  8. Gather meaningful customer intelligence by engaging frontline staff in the process
  9. Lessons in social media service from 1SaleADay
  10. Creating a team-orientation to better serve customers

Customer Service Group Web Extras

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