When we treat customers differently we are creating an 'unfair' environment that does not support customer loyalty. "Unconscious Bias" ...

No matter what you call it, every job has some type of pressure. We present 10 key strategies for managing stress in customer service.

Do your CSRs have the skills needed to deliver an experience that reflects your brand at its best. Check out the Top 10 CS Skills for 2021

Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different

Effective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.