CSQA Resource Roundup

Insightful Content From Around The Web

Every week our editors pick out the top 5 articles that are highly relevant to the world of customer service and careers.

Here is our top 5 from this week…


A good industry read on how payment preferences have evolved during the pandemic. With businesses forced to move away for cash payments due to fear of virus spread, security and convenience is now an issue that is front and center for many.

Despite more and more people shopping online for the first time, be careful not to take it for granted as many consumers are still uncomfortable giving away their financial info especially if it’s not a major box store vendor.

Biometric authentication is still relatively a new thing but could pave the way for the future of payments.

When implementing payment solutions, take a deep look at what channels your customers prefer to do business in and build a comprehensive solution around offering both security and convenience around it.


While being a front line customer service rep in the office has many similarities as working the same role at home, there are many more logistical issues that you need to be aware of to remain efficient and productive.

The first step is always ensure you have the right technology at your disposal; whether it’s a relatively high performance laptop, or an internet service that has enough bandwidth and reliability.

Suddenly dropping off a help conversation with a customer is one of the most annoying thing they can experience as they likely have to reinitiate the whole interaction.

Don’t be afraid to bring up any technical issue with your workplace and get the conversations started on how companies can reimburse for these arguably office related expenses.


Some pretty interesting data on how various industries have experience substantial increase in inbound and outbound volume across all channels.

With more and more people likely to engage with your business online, it is now more important than ever to improve your customer experience and manage your brand quality.


Building trust is at the center of any good customer experience. In the CSQA Customer Service Principles course, we walk through many key tactics and strategies to use when you’re trying to build trust and relationship with your customers.

This article hit the nail on the head when it comes to showing vulnerabilities and admitting to mistakes.

By doing so, not only are you showing that you are indeed human and is somebody that they can relate to, it also gives you an opening in terms of being able to follow up with customers and also share the full experiences of the services and products; the good, the bad, and the ugly.

The latter point is extremely helpful to get a customer on board when they are aware of the pitfalls of the products they are buying and avoid the “too-good-to-be-true” type products.


There is no doubt that the pandemic has forever changed the landscape of retail with the V-shaped recovery looking and more and more elusive for the industry as cases continue to mount worldwide.

The expression “when life gives you lemons, make lemonade” is an apt expression for those businesses that are able to separate themselves from their competition and use this as an opportunity to evolve and adapt.