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

HGS

This decreases the burden on the manufacturing sites, reduces operational cost for the client, while driving faster complaint resolutions and higher customer satisfaction. Training, Training, and More Training. Complex customer support typically requires heavy investment in training and knowledge management initiatives.

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5 Customer Service Lessons From the Mall of America

CSM Magazine

Here are the five lessons (and one bonus) my workshop team and I summarized for all of the employees of the mall (we also felt that these are good reminder points for all others in customer service roles as well). If a customer asks a hard question or has a complaint, deal with it. Most were mediocre at best.