Press Releases

Looking Ahead: Employee issues will dominate the attention of customer service managers in 2008

(Boonton, NJ, January 4, 2008) — What are some of the important challenges that customer service management will face in 2008?

In the view of Bill Keenan editor of Customer Service Newsletter, the leading challenges will be employee-related issues — recruiting and retaining quality staff, engaging reps in their work, boosting performance, training employees, and improving managementÕs coaching skills.

A retiring older generation and the continued influx of a younger generation with different values and a different work ethic will combine to create an industry crisis.

The companies that are paying attention to these issues and investing in improving people skills at all levels, Keenan says, will do better than the average in 2008.

Keenan reports on practical strategies for combating the coming crisis in the article, “People issues will dominate the attention of customer service managers in 2008.”

The full text of the article is available online at the Customer Service Newsletter website, http://www.CustomerServiceGroup.com/csnsample.php or by phoning the publisher at 1-800-232-4317.

About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com