What exactly is customer service-specific empathy? And how do you go about training employees in it (if, in fact it can be trained for) and deploying its power at your company? Let me back up. If you ...

AI transforms training. AI is reshaping customer service training by helping agents develop problem-solving skills and emotional intelligence through realistic, adaptive learning environments. Agent ...

Opinions expressed by Entrepreneur contributors are their own. Are you gearing up to launch an internal customer service initiative? Well, you’ve come to the right place. I’m happy to equip you with ...

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 ...

As a small grocery chain owner, Summer Auerbach has spent a lot of time over the last few months thinking about a particular brand of viral video that emerged during the pandemic. They have titles ...

Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Quality customer service will not only ...

If you’re interested in building an internal customer service initiative, here’s how to undertake this on your own, based directly on what I’ve found works for me. (I’m a customer service consultant, ...