8 Tips for Improving Service Desk Agent Performance

When you set all other considerations aside and look at your service desk from the customer’s point of view, one thing stands out in the customer’s mind above everything else. It’s the quality of the service desk agent’s performance that the customer remembers. Agents who…

5 Ways to Keep Employees Motivated Under High Pressure

My previous job was customer service for a huge electronics brand. Many days were ten hours of non-stop calls, some with furious customers who have been trying to resolve issues for weeks or even months, and they’ve just waited on hold for half an hour…

Can Artificial Intelligence Enhance Customer Service Efforts? [Infographic]

One of the central parts of any business is customer service, and more and more companies are taking steps to bring a customer’s experience into the future. Inroads in the field of artificial intelligence are helping companies and consumers build better relationships while offering and…

Salesperson or Scientist, Employers Want College Grads To Have These Job Skills

If you just graduated from college, chances are you’ve worked in a customer service job to support your academic ambitions. You may be surprised to know, despite your ultimate career goals, that you were honing the skills employers care about the most. We looked at…

Kanban Service Level Expectations and How to Use Them in Scrum

One of the new concepts we introduce in the Kanban Guide for Scrum Teams is the Service Level Expectation, defined as: An SLE forecasts how long it should take a given item to flow from start to finish within your workflow. The SLE itself has…

Amazon Launching In-Bed Delivery Service, Delivering Packages to Customers While They Sleep Is Satire

Free-Photos / Pixabay Reports that Amazon is launching a new In-Bed Delivery service, allowing couriers to deliver packages to customers while they sleep, are false. Rumors the tech giant will begin making deliveries directly to people’s bedrooms stemmed from a satire website. The fake claim…

B2B vs B2C Differences in Customer Service Interactions

Ever since we were kids, the impact customer service has had on our lives has been profound. Small children will beg their parents to go the local bakery or butcher shop – not because they have a craving for bread or steaks – but to…

You’re Doing It Wrong: Why Customer Service Is More Than A Cost Center

Image source: Pixabay.com Several years ago, I got my start in customer service in a call center for a major software corporation. I didn’t start at the top or even in the middle; I was a frontline technical support analyst. Over time, I advanced in…

Why Apprenticeships and Youth are Important to EY

One of the ‘Big Four’, EY is among the biggest global professional service firms in the world, so recruiting young talent is a must-do in order to maintain a real consistent stream of talent. Jorgen Sundberg sits down with Steve Keith, Marketing and Communications Lead…

Why Retailers—Big and Small—Should Invest in Third-Party Warranty Solutions

Coming off another big holiday season, some retailers may be reevaluating their customer service approach in the new year. By listening to customer feedback, retailers may find they need additional resources to help build customer satisfaction – that’s where a third-party warranty partner can come…

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