It is a ton of work to rip out an existing BPO partner and replace it with another, but it's often the right move. Read our guide on the five best ways to structure the move.
That first interaction with a barista can set the tone for the rest of your day. Walking into my local coffee shop and realizing my usual barista, the one who knows all my quirks isn’t on shift is definitely a nightmare.
Discover how customer support triage brings order to the chaos—so your team can respond faster and smarter while focusing on what really matters.
While experiences of this global pandemic vary between (and even within) industries, we can all find grounding in the number of powerful lessons we are being exposed to.
Being a customer is a pretty universal experience. So if we all do it, why are we so often disappointed by the customer experience we receive?
Any kind of company can use the principles of observation and shared responsibility to create the kind of customer experience that other businesses envy and that will keep your clients coming back for more.
Let's break down what outsourcing IT support really means and weigh the benefits of outsourcing technical support against the potential risks.
No matter the industry, one thing is universal—businesses are always looking for ways to work smarter and cut costs. And one of the most popular ways to do both? Outsourcing customer service.
Discover how real-time agent assist, continuous QA, and smart escalation tools empower your team to excel from day one—while opening up exciting new career paths.
While product quality and competitive pricing matter, modern customers are increasingly drawn to companies that demonstrate honesty, empathy, and consistency at every turn.
From setup to optimization, these chatbot best practices will help you streamline CX, enhance efficiency, and improve customer satisfaction.
A well-written and thorough knowledge base, whether internal or external, can be an extremely useful tool for both your team and your customers. However, especially if your business has never had one or you have no experience building one, navigating the world of knowledge bases can be intimidating.
