In the past month, I’ve been asked to write about the ROI on customer service training by three different publications. In one of the articles, I made a comment that resonated with many of the readers ...

AI transforms training. AI is reshaping customer service training by helping agents develop problem-solving skills and emotional intelligence through realistic, adaptive learning environments. Agent ...

Malcolm Gladwell's book 'The Tipping Point: How Little Things Can Make a Big Difference' has tremendous applications in the hospitality industry in terms of customer service! Ours is an industry of ...

More businesses than ever are finding this the right time to invest in customer service training as we head into the post- (or, I should say, nearly post-) pandemic era. And they’re right to want to ...

Without good customer service it is nearly impossible to ensure a good customer experience. Customer service is a set of services and support that businesses offer customers before and after a sale.

Fast-food chains including McDonald’s and Burger King are balancing kiosks and AI with renewed hospitality investments.

Do you want to reduce employee training time, increase training effectiveness, and help employees gain experience and confidence? While many companies still provide traditional classroom training, ...

An effective knowledge management strategy can improve many business functions, especially customer service. In an age where organizations have access to massive amounts of customer data and ...

All eight students enrolled in West Georgia Technical College’s (WGTC) Customer Service and Hospitality Integrated Education and Training (IET) program passed the Certified Gold Standard Professional ...