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Customer Service Newsletter

For over 40 years Customer Service Newsletter has been the choice for practical news and actionable information on improving service and support center operations.

Each month, in a quick-reading format, Customer Service Newsletter brings you proven strategies for managing people, technology and processes in the customer service center.

You’ll learn how seasoned managers and top consultants are solving tough problems such as keeping frontline staff motivated and productive, using technology to free agents for the most complex issues, and driving customer feedback throughout their operations for improved customer service, loyalty and retention.

Successful strategies are presented from large and small operations — all of which can be adapted to your service center.

You’ll not just read, but use authoritative,
in-depth information on:

• Proven ways to find, train and retain the best frontline staff. Managers who recruit and hire on a daily basis show you how to find reps; conduct effective interviews; and use recognition, incentives and more to motivate and retain the very best.
• Tested methods for increasing productivity and professionalism. There’s information on how managers are training, coaching and motivating their staffs, how they stimulate teamwork, empower reps and monitor performance.
• Strategies for improving service quality. You’ll learn how service leaders set standards, compile data and benchmark their operations, how they use customer feedback to prevent problems and to improve service quality.
• Proven approaches to improving customer satisfaction. There’s information on how managers are increasing customer satisfaction, loyalty and retention by identifying, measuring and exceeding customer expectations.
• Innovative ways to use technology. Managers who are using Internet-based self-service, email, web chat, speech recognition and more show you how they are handling increased volume and reducing costs with technology.
• The latest news and trends. You’ll stay current with all the industry news you need to better manage your operations. You’ll receive summaries of the latest industry reports, plus analysis of emerging trends and how they will affect your operations.

You’ll get specific solutions, backed up by hard data — much of it unavailable anywhere else. There are no half-baked ideas, no fluff and no filler. Customer Service Newsletter is tightly written, and each item is carefully selected for its usefulness to you.

Your subscription also includes Web Extras

You’ll also have access to the online Web Extras, where you’ll find complete samples of materials discussed in the newsletter. These materials come to you directly from the companies that are using them. You may download, study and adapt them to your own needs.

A free guide: your welcome gift from the editors

This special 16-page report guides you through the essential steps to finding, training and retaining excellent frontline staff. These techniques will help you improve the hiring process, measure performance, empower your reps, create a positive work atmosphere, and more.

 

 

Risk-Free Guarantee

If you are ever dissatisfied, just let us know. We will promptly refund the full subscription price. The newsletters and guide you have received are yours to keep.

 

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