August 20, 2018

Kaplan Test Prep Partners with Cengage Unlimited Subscription

Last week, Kaplan Test Prep and Cengage announced a new partnership, bringing free test prep and live academic support to Cengage Unlimited subscribers. At the outset of the partnership, the test prep offerings include GRE, GMAT, LSAT, MCAT, DAT and Praxis. In addition, Cengage Unlimited subscribers will get free access to Kaplan’s HelpSuite, giving them academic support for physics, chemistry and organic chemistry.

Kaplan Test Prep Partners with Cengage Unlimited Subscription Read More »

Effective Customer Service Is Quantized Customer Service

A few weeks ago I wrote about the importance of effective customer service. But how do you know if you are delivering that? And what channels — phone, email, chat, social media, etc. — should you emphasize? How about innovations like chatbots, intelligent agents, and other automated systems? Measuring customer service breaks down into two general areas: satisfaction metrics based on customer attitudes and performance metrics based on support staff behavior. …

Effective Customer Service Is Quantized Customer Service Read More »