This semester an xLab team worked on a project for Progressive Insurance. It was the first semester of the project, and the team was tasked to create a tool to train customer service agents using ...

Wow customer service is an essential part of becoming a legendary customer-centric business. That’s because customers think in terms of stories, and you want them to retain—and retell—stories of what ...

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 ...