Attention Canadian Companies- Get Funded for Employee Training

Attention Canadian Companies:   Our Certification & E-Learning Programs qualify for the Canadian Job Grant Program.   What is the Canadian Job Grant Program?   The Canada Job Grant offers funding toward the cost of training provided by eligible third-party trainers. The total cost of training will be shared between the Government of Canada and […]

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Get Certified and Advance your Career!

Get Certified with competency-based learning solutions designed to international standards. We offer the only  global ISO competency-based customer service certification programs that are available for either contact center or non-contact center environments.  

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The Future of Customer Service Will See Us Talking with Virtual Chatbots

Source: nanorep On April 12th of this year, Facebook announced that they are launching their Messenger platformwhich allows developers to build chat bots for their Messenger application. Chatbot platforms are not necessarily a new concept, but Facebook’s announcement may be the siren call that ushers in the era of customer service chat bots. How do […]

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7 qualities to look for in good customer service reps

Excellent customer service has become something of a Holy Grail in today’s business operations. No one can afford to pay the cost of customer acquisition only to lose those customers based on dissatisfaction with service. The response on the part of some organizations has been to increase the amount of training for customer service representatives. […]

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10 Tips for Handling Irate Callers

  “Customers don’t call with compliments, they call with complaints.” I learned that lesson the hard way as a brand new CSR at the phone company, nearly 20 years ago. Out of 50,000 calls, only 3 people called to thank us for their phone service; 49,997 people called with complaints. That’s the purpose of a […]

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First Call Resolution: The Best Practices in Contact Centers

One of the most critical steps a company can take in order to keep customer relations stable and positive is to make sure that they feel their voices have been heard and that their needs are met promptly. FCR, or first call resolution, is a gateway to improving the all-important customer experience. Keeping customers happy […]

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Social Media in Customer Service

Customer service can be a tricky thing for both companies and customers. Social media can be a great medium of communication for those who haven’t quite receive complete customer satisfaction and want to talk to the company. Social media can act like a call center or contact center for a company as long as the […]

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Industry News

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