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Manager’s Toolbox

Job Performance Feedback: 7 Tips For Receiving Feedback Gracefully

Do You Make These Ten Management Mistakes?

Ten Winning Behaviors for Managers

Meeting Employee Work Expectations: Keys for Minimizing Turnover

7 Common Sense Tips for Managing People

How to Walk the L.I.N.E of Effective Management

Ten Top Performance Management Tips

The Seven Deadly Sins of Management

10 Ways to Develop Your Latent Leader

25 Leadership Maxims

10 Tips on Learning to Lead

Ten Ways to Be Better at Leading Teams

The Six Rules of Effective Communication

Difficult Staff – It Pays To Get To Know Them Better

Leaders – What Employees Really Want From You

What Is Successful Leadership Really About?

Feedback – How to Make it Effective

Dealing With Angry People – How to Lasso Horns and Rattles

Top Five Mistakes Leaders Make in these Troubled Times

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Customer Connect Expo 2025
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Latest Articles

  • Three Trends and Predictions for CX in 2026
  • Top 10 Synthetic Data Generation Techniques Ensuring Chatbots Never Fail Their Customers Again
  • Why Customer Service Matters More Than Ever in Logistics and Distribution
  • What Downtime Teaches Us About Efficiency and Customer Experience
  • Target’s “10-4 Rule”: A Step Forward for Customer Experience or a Step Too Far?

Customer Service News

  • Disrupt ’26: Sabio Expands Europe’s Leading CX Programme as AI Moves Beyond the Hype
  • DHL Boosts Operational Efficiency and Customer Communications With HappyRobot’s AI Agents
  • ASAPP Unveils Customer Experience Platform to Power the Agentic Enterprise
  • Sprinklr and SAMY Strengthen Global Partnership to Deliver Next-Gen Customer Experience Solutions
  • Five9 Announces 2025 New Era of CX Award Champions at CX Summit

Knowledge Base

  • Investing in Employee Training: 9 Long-Term Benefits for Businesses
  • Employee well-being: The new cornerstone of exceptional customer service
  • Understanding Digital Customer Service in Online Betting
  • Customer Service Vision and Mission Statements That Teams Actually Use
  • Contact Center Attrition Rate: What It Is and How to Calculate It

Manager’s Toolbox

  • What are the Five Stages of Team Development and Performance?
  • What are the Ten Principles of Reinvention?
  • What Are The Clarkson Principles of Stakeholder Management?
  • What are Deming’s Fourteen Points of Management?
  • Are They Really Listening? How to Find Out and What to Do

About CSM

Customer Service Manager (CSM) is the leading resource for Customer Service Managers and professionals. With more than 20,000 members in 57 countries, we are dedicated to helping improve customer service worldwide!
ian-miller-proCSM is edited by Ian Miller. Please contact us with your comments, questions or suggestions.

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