At first glance, phone scripts may seem like something that isn’t necessary for your customer service calls. Many people feel like they can be more successful if they are allowed to handle calls their ...

My youngest daughter, Madeline, recently took a job working for Hibooks, a start-up competitor to Audible that’s using the Netflix model to build a following. She’s in customer service (no better ...

Administrators are typically burdened with tons of tasks, many of which are repetitive. One of the best ways to automate such tasks is to use scripting. Here's a look at how scripting can help ...