Alexander Communications Group, Inc.

At service leader Square Trade, improving reps' attitudes toward customers, improves service quality. CEO, Steve Abernathy explians how he did it.

For downtown business owners, dollars saved are just as important as dollars earned. Energy audits and efficiency upgrades are two ways that businesses can cut operating costs without impacting customer service.

Suburban Jungle Realty fills a niche by helping city residents move to the suburbs. To provide real insight into living in each area, they assembled a network of 45 agents who work in the suburbs of New York, New Jersey, and Connecticut.

Packaging devices custom-build boxes so that Amway ships all box and no air. An invoice-printing system speeds throughput. And the two-mile-long conveyor system minimizes handling.

The May issue of "Customer Service Newsletter" includes an exclusive interview with Lori Schmidt of Pitney Bowes. She provides a wealth of information on the company's speech analytics program including its "Tell Me Why" functionality.

In King of Prussia, PA, agents are looking for leads at the mall. In Brooklyn, a broker is tapping into a steady stream of java junkies.

Cash Mobs are popping up in downtown areas across the country.

In the April issue of "Customer Service Newsletter," John Tschohl says that "empowering customer service employees to act as customer advocates, especially when things go wrong, can help build relationships with customers and save a company money."

Distribution centers and warehouses nationwide get national press coverage for poor working conditions. Learn the four truths to keeping workers safe.

As commission rates flatten, agents are feeling the squeeze and asking brokers for a bigger piece of the pie