Who doesn’t love making a good prediction? From fantasy sports lovers trying to predict the best players in an upcoming…

It’s a new year and a new opportunity to start fresh. And I’m not talking about the diet and weight…

If customer support is like herding sheep, then managing service tickets is herding cats. You might feel like Lucy Ricardo…

Editor’s Note: If you missed part one of our two-part series, click here to catch up! Black Friday. It’s coming. In…

With the holidays here (wait, what?!), the tension is starting to rise. Customer service representatives have one of the most…

When it comes to self-service, many websites have an FAQ page and community forum maintained and updated as frequently as…

It’s that time of the year when businesses begin to prepare for the holiday rush. With the pressure many people feel to…

Quick question: Do you take your smartphone into the washroom with you? (Just do a quick search and you’ll find…

This week I got an email from an online retailer about a few items I’d put in a shopping cart…

So you’ve finally hopped on to the customer service excellence train. You’ve seen where it’s headed – to the land…

When you head to a fast food restaurant for dinner, you generally expect to get affordable food and reasonable customer…

Dealing with a constant stream of inquiries, whether they are positive or negative, is never an easy task. Being a…

In the words of Veruca Salt, “Charlie and the Chocolate Factory’s” infamous spoiled brat, “I want it now!” Young or…

As a Director of Customer Service, your time (as well as that of your agents!) is valuable yet often limited,…

Creating and maintaining a successful e-commerce store is not an easy task. The Internet is a dog-eat-dog world, and your…

Everybody likes to be rewarded. Parents treat cleanup time as a game of scavenger hunt for their kids. Teachers often…