article thumbnail

5 Customer Service Lessons From the Mall of America

CSM Magazine

Rick Conlow gained some key lessons from a customer service survey conducted at the Mall of America. As I held a customer service seminar at the Mall of America, I had the idea to rate the mall’s stores to gain key customer service lessons. 5 Customer Service Lessons. Stay Positive and Upbeat!

article thumbnail

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value

HGS

Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. This continual channel shift has also influenced the nature and complexity of services being delivered. Customer Service. Knowledge Is Power.