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Contributed Articles

5 Secrets to Dealing With the Comcast Customer Service Rep From Hell

Rich Gallagher, author and customer service expert, gives his take on how to circumvent the tricks of the trade of a "retention specialist."

[Full Article]   Aug-04-2014

 

Do Your Employees Use Facebook? You Might Have a Problem

A recent study ties Facebook use to divorce. (Either as a cause or an effect. Or both.) Social networks could have a similar adverse effect on the relationship status of employees and your company. It might be time to keep an eye on your workers.
[Full Article]   Jul-28-2014

 

Google CEO: Fight Unemployment With Job Sharing

In the future, we will work less and enjoy more leisure time, while being shuttled around in self-driving cars, attended by artificial intelligence that makes better decisions than we do. That might sound like the setup for an episode of Star Trek, but it's the world Google's founders see ahead of us.
[Full Article]   Jul-11-2014

 

Clever New Techniques Airlines Have for Making You Better Appreciate Their Apologies

Airlines apologize a lot to their customers. They've made a science of saying sorry out of necessity: The Department of Transportation fines airlines for not responding to customers with "substantive" answers to gripes. In response, carriers deploy software and english majors to tell angry fliers they're sorry for mistakes in flight.
[Full Article]   Jul-10-2014

 

Misleading Metrics in Customer Service Effectiveness

When viewed in isolation, customer service metrics like first-call resolution are misleading. Customer service effectiveness matters most.

[Full Article]   Jul-08-2014

 

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