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By Sharon F. Benigson, Customer Service Group
The May issue of "Customer Service Newsletter" includes an exclusive interview with Lori Schmidt of Pitney Bowes. She provides a wealth of information on the company's speech analytics program including its "Tell Me Why" functionality.
By Sharon F. Benigson, Customer Service Group
In the April issue of "Customer Service Newsletter," John Tschohl says that "empowering customer service employees to act as customer advocates, especially when things go wrong, can help build relationships with customers and save a company money."
By Sharon F. Benigson, Customer Service Group
OnStar's 2,000 service advisors in four call centers in North America have to be ready to respond quickly to everything from navigation requests to evacuation situations to medical emergencies. Outsourced call centers make it all possible.
By Laura Sayed
The Energy Professionals Association’s (TEPA) President Paul Ward will present the latest energy trends affecting the Texas market during DNV KEMA’s 23rd Annual Forum on Retail Energy
By Sharon F. Benigson, Customer Service Group
In order to excel at what is most important to customers, let the unimportant go says an article in the March issue of "Customer Service Newsletter."
By Sharon F. Benigson, Customer Service Group
Hiring expert advises customer service managers to "scare" applicants for frontline service positions.
By Sharon F. Benigson, Customer Service Group
Customer service managers are advised to make rewards align with the difficulty of accomplishing the task.
By Sharon F. Benigson, Customer Service Group
After some corporate brainstorming, Philadelphia Insurance Companies decided to focus on creating a high-level customer feedback mechanism as a way to differentiate itself and to build stronger relationships with its most valuable customers.
By Sharon F. Benigson, Customer Service Group
Customer Effort, Positive Discipline and Service Awareness are just some of the buzzwords that customer service managers are likely to hear about in 2012.
By Sharon F. Benigson, Customer Service Group
What challenges and trends are customer service managers likely to be facing in 2012? One obvious challenge is the sputtering, stop-and-go economy, where no one quite knows if things are starting to improve or what?
By Sharon F. Benigson, Customer Service Group
An article in the December issue of "Customer Service Newsletter" encourages managers to adapt their management style to the situation.
By Sharon F. Benigson, Customer Service Group
Separate from the break room, quiet rooms are meant to be a place that customer service reps can use for a short time during the work day when they need a few moments of quiet to de-stress.
By Sharon F. Benigson, Customer Service Group
Health Advocate Inc.'s agents are flexible and creative, system savvy and self confident. But finding them is easier said than done.
By Sharon F. Benigson, Customer Service Group
An article in the November issue of "Customer Service Newsletter" points out three important ways that exit interviews can help customer service and call center management.
By Sharon F. Benigson, Customer Service Group
Healthcare providers from across the globe are celebrating Customer Service Week this week.
By Sharon F. Benigson, Customer Service Group
Government agencies from New York City to Hertfordshire, England, are celebrating Customer Service Week this week.
By Sharon F. Benigson, Customer Service Group
A recent study suggests that growth in the use and power of social media will spark career opportunities for customer service professionals.
By Sharon F. Benigson, Customer Service Group
Organizations around the globe celebrate Customer Service Week during the first full week in October. View a dozen of the best Customer Service Week celebration videos.
By Sharon F. Benigson, Customer Service Group
Broadband services provider uses "cycles of service" to identify customer moments of truth and shave minutes off average handle time. The result: more satisfied customers.
By Sharon F. Benigson, CSWeek.com
Organizations around the globe will be Celebrating Customer Service Week in October. A new online guided tour shows how to get the most value from the CSWeek.com website.
By Sharon F. Benigson, Customer Service Group
Many employees start their careers in customer support. There are entry-level positions available, and it's a great opportunity to work with customers, become proficient with the company's product line and learn how departments interact.
By Sharon F. Benigson, Customer Service Group
You don't have to deliver extraordinary service. You simply have to be consistent in delivering better than average service.
By Sharon F. Benigson, Customer Service Group
Two full-time employees manage Constant Contact's social media support and add value for customers.
By Sharon F. Benigson, Customer Service Group
It's not enough to train frontline staff. Managers must ensure that the training sticks. The May issue of "Customer Service Newsletter" shows readers how.
By Sharon F. Benigson, Customer Service Group
"Customer Service Newsletter" recently asked readers about their rep engagement efforts. The May issue presents their responses and expert advice on making rep engagement part of your toolkit.
By Sharon F. Benigson, Customer Service Group
The April issue of "Customer Service Newsletter" reports on three important aspects of monitoring and managing customer experiences online: tracking customer comments, creating employee guidelines, and keeping negative comments offline.
By Bordeaux PR
Braden Robert James Kennedy recently passed away due to pneumonia complications at tender age of 23
By Sharon F. Benigson, Customer Service Group
Seven simple steps will help customer service and support managers build credibility and trust with their frontline staff. An article in Customer Service Newsletter explains how.
By Sharon F. Benigson
Industry experts suggest that customer service organizations can reduce calls and related expenses by 30 percent by implementing proactive service measures. An article in "Customer Service Newsletter" explains how.
By Sharon F. Benigson, Customer Service Group
As the world becomes more "social," customer service, call center and help desk management look to Facebook, Linkedin and Twitter for new recruits.

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