CSM Magazine

FEBRUARY 11, 2025

Bridging the Gap Between Product Teams and Customer Service To deliver exceptional customer experiences, product teams and service representatives must work as unified partners. Clear communication channels between these departments generate powerful feedback loops, improving both product quality and support efficiency.

Customer Experience 52

Customer Experience Management Front-line service Feedback 52

Taylor Reach Group

MAY 11, 2021

While Guiding Principles can be developed in isolation (i.e. without aligning the Company and Call Centre Operations Mission and Vision statements first) it is more meaningful when a connection is made between the broader Company and Departmental Mission and Vision.

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

Connecting the Dots

MARCH 22, 2023

customer service representatives was just $36,920 in 2021, the latest year covered by federal data compared with $45,760 for all workers at the time. Morgeson said that with the economy still adding jobs at a rapid clip, many front-line service personnel have moved into other positions, leaving them open or with less well-trained people.

Front-line service 62

Front-line service Consulting Consulting Surveys 62

CSM Magazine

SEPTEMBER 28, 2018

Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. We tell our granddaughters she got a chance to be a “real kitty.”. Customers long to be served by “a real kitty.”

Customer Service 55

Customer Service Front-line service Scripts Contact Center 55

bold360 Blog

MARCH 16, 2020

The goal of these kits is to provide critical front-line service providers, including eligible healthcare providers, educational institutions, municipalities, and non-profit organizations as well as any current LogMeIn customer with free, organization-wide use of many LogMeIn products for 3 months.

Customer Experience 59

Customer Experience Front-line service Self service Contact Center 59

Connecting the Dots

APRIL 21, 2017

The study I’ve always wanted to do alongside the Customer Rage study is the employee front-line service version of Rage Study. And we’ve never been able to find a company that would be willing to let us have access to their front-line service folks to ask some of these really important and telling kinds of questions.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48