Harvard Business Review Guide:
How to Fix Customer Service


Many organisations are putting the wrong people in the customer service rep jobs. While most companies seek empathetic customer service reps, research by CEB has found that “Controller” reps deliver faster and better customer service experiences. This insight is the key to redesigning talent management and operations in the customer service function.

Key learnings:

  • Customer service reps deal with more complex problems than in the past.
  • Although organisations tend to hire Empathisers for CSR roles, Controllers perform best.
  • Contact center performance management needs to be rethought.

Download Harvard Business Review's Guide now to discover how you can fix customer service.