Great customer experiences require more than the right tools. It’s also about the people—your people.
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If you manage a customer support center, you know your team is capable of great things.
What are the keys to transforming your customer service operation?
Understanding how today's AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning
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
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.
Correctly investing in customer service training not only ensures that customers receive the best possible service, but agent turnover is reduced
Automatic answers are exactly what they sound like: they're answers that are immediately given to a customer without any agent interaction
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment
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
Here's a list of what providing bad customer service can do for your company
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
“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year.
Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience
Uncover the true value of your customer support organisation with the technology trends that matter most in 2017.
Airports are a petri dish for the worst customer service blunders.