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Tools for management excellence

Through print newsletters, books and reports, and the annual Salary and Benchmarking Survey, the Customer Service Group brings service and support management the tools to increase customer satisfaction, loyalty and retention; find, hire, train and retain the best frontline reps; benchmark salaries, incentives and performance metrics; and more.

Monthly Operations Newsletter
Reports on practical, action-oriented techniques and tactics for improving customer service operations.

Free E-Newsletter
Provides the same high-quality management information as our print newsletter in a brief email format.

Manager’s Bookshelf
Created to help customer service and support management find, hire, train and retain the best frontline reps, to benchmark salaries and incentive programs and to increase customer satisfaction, loyalty and retention.