Culture

Great customer experiences require more than the right tools. It’s also about the people—your people.

Latest stories Page 5

Untapped: the ROI of customer service Article

Untapped: the ROI of customer service

If you manage a customer support center, you know your team is capable of great things.

Transforming your customer service in 4 steps Article

Transforming your customer service in 4 steps

What are the keys to transforming your customer service operation?

What’s the difference between machine learning and deep learning? Article

What’s the difference between machine learning and deep learning?

Understanding how today's AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning

How to make room in agents’ schedules to lend a hand Article

How to make room in agents’ schedules to lend a hand

It can be hard enough to manage regular and vacation schedules against queue volume, let alone work in additional time for volunteering or team-building activities

The consequences of bad customer service Article

The consequences of bad customer service

We know the qualitative, anecdotal impacts of bad customer service—most of us can easily remember the last time we were on the receiving end of it.

The art of business analysis in customer support Article

The art of business analysis in customer support

Jen Neuls’ early career was in the arts.

Maximize customer service training Article

Maximize customer service training

Correctly investing in customer service training not only ensures that customers receive the best possible service, but agent turnover is reduced

Building trust with automatic answers Guide

Building trust with automatic answers

Automatic answers are exactly what they sound like: they're answers that are immediately given to a customer without any agent interaction

Mix it up: rotating customer support jobs Article

Mix it up: rotating customer support jobs

Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment

Which call center metrics should you really focus on? Article

Which call center metrics should you really focus on?

There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place

3 Results of bad customer service Article

3 Results of bad customer service

Here's a list of what providing bad customer service can do for your company

Support falls flat without customer engagement Article

Support falls flat without customer engagement

Developing a customer engagement model goes far beyond pricing and offering a quality product or service—it’s about creating an emotional connection with customers

Multi-channel customer service, made-to-order Article

Multi-channel customer service, made-to-order

“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year.

Let’s get serious about improving the customer experience Article

Let’s get serious about improving the customer experience

Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience

Article

Uncover the true value of your customer support organisation

Uncover the true value of your customer support organisation with the technology trends that matter most in 2017.

Empathy and humanistic design are customer service game changers Article

Empathy and humanistic design are customer service game changers

Airports are a petri dish for the worst customer service blunders.