The possibilities generated by AI customer service tools are boundless, and the quality and application of data will truly enhance CX. There’s no doubt AI customer service tools have transformed the ...

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 ...

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 ...

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In the fall of 2020, University Libraries introduced a new customer service training program to all its faculty, staff and student employees. This online program is aimed at orienting and training ...

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 ...

An organization that sees its customer service department as a cost center is ignoring a significant opportunity to increase customer loyalty and lifetime value. Customer service is now the primary ...