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Stepping Up Service

Customer service is the cornerstone of most successful organizations.  In today's world of online communications and heightened customer expectations, providing excellent service becomes more of a challenge.  This program features Ed Gagnon of Customer Service Solutions, a leading expert in the area of customer service and process improvement, talking about how organizations can keep "stepping up" the service they provide.

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Ed Gagnon

Ed Gagnon is President of Customer Service Solutions, Inc., a customer service and retention consulting, training, and research firm founded in 1998.  Ed has 20+ years of consulting experience and has worked with many organizations in such industries as healthcare, government, educational services, and professional sports.  Ed has successfully completed over 600 projects over the years, and has been interviewed on customer service by such publications as the New York Times, Kiplinger Business Forecasts, The Christian Science Monitor, and Human Resource Executive.  He’s also author of the book “Ask Yourself…Am I GREAT at Customer Service?”


Alan Jackson

Alan Jackson joined The Jackson Group, Inc in 1994 and has served as President and CEO since 1998.  Alan earned a BA degree from the University of North Carolina at Chapel Hill with multiple emphases in Business Administration and Motion picture Production. Under Alan, The Jackson Group, Inc. has now expanded and developed product and service lines and has become widely known as an innovative and responsive company in both healthcare and non-healthcare fields.  Mr. Jackson oversees all operations of The Jackson Group, Inc. and continues to serve as Executive Producer of Jackson Group Interactive.