The fintech market is continuously expanding, which inevitably leads to growing competition. Over the years of working in this domain, I have observed changing standards and requirements in how ...

Good customer service is paramount in today's business landscape. Customers have so many choices. If they feel unsatisfied with the experience they get from your business, they can easily switch to ...

The difference between good and great is often determined by what you do to push yourself a little further than you thought possible. For home service business owners, being able to take your CSRs ...

We've all been there: endless hold times, unresolved issues and wondering if anyone actually wants to help. The good news? Customer service experts say simple strategies can transform those ...

Creating the best team to support your business is not as simple as hiring experienced people. Rather, it takes thinking outside the box on where and how to look for new talent. The Fast Company ...

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors ...

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

Co-Founder and Advisor at FlexTeam and CXO at Liquid, an operating system for agile businesses starting with contracts and global payments. If you’re building a startup, you’re probably wondering how ...

If you could create your own fantasy board of directors, who would be on it? CO— connects you with thought leaders from across the business spectrum and asks them to help solve your biggest business ...

We all expect to be treated with respect, courtesy and a degree of empathy. In most cases, this is what we receive from call center representatives and others who we contact for help. But what about ...

Good customer service teams can help maintain healthy customer relationships and build back any trust that may have been lost due to a poor experience. Conversely, a bad support team can have the ...