This semester an xLab team worked on a project for Progressive Insurance. It was the first semester of the project, and the team was tasked to create a tool to train customer service agents using ...

Wow customer service is an essential part of becoming a legendary customer-centric business. That’s because customers think in terms of stories, and you want them to retain—and retell—stories of what ...

In customer service training circles, there’s a belief that you can't train for empathy. In other words, the empathy required by a customer-facing employee is a fixed personality trait, something that ...

When you manage customers' questions and problems well, they reciprocate by coming back, spending more and becoming loyal to the brand. Is delivering good customer service worth the effort and expense ...

Great customer service training can help agents turn everyday interactions into memorable experiences and set your brand apart from the competition. Future skills focus. Equip customer service teams ...

Opinions expressed by Entrepreneur contributors are their own. The rich, indeed, are different when it comes to their customer service expectations. Your company needs to deploy a sophisticated, ...

NEW YORK (Reuters) - Fidelity Investments is testing virtual reality technology to train customer service representatives in its call centers across the United States. The company's innovation unit ...