I had the opportunity to lead a quality assurance program for a chat project back in 2013. One of the biggest challenges was motivating employees to take ownership of their development.
Conducting your study while using the incorrect sample size comes with the risk of obtaining biased results, and therefore drawing incorrect conclusions. Here's a guide for you.
When done strategically and with proper planning, outsourcing customer service can help create more loyal customers and a healthy, thriving company.
To understand the full benefits of omnichannel customer support, it's important to differentiate it from multichannel customer service and explore some best practices that can improve your service delivery—let’s do that!
With a well-thought-out onboarding plan, your agents will be better prepared for the job and more engaged in the work they do, resulting in a stronger team and happier customers.
How to choose the best phone tool for your customer service team? Craig Stoss breaks down the important considerations so you can pick the right tool for your customers, your team and your business.
Need to scale your business without burning out your team—or your budget? This guide to business process outsourcing breaks down BPO services, outsourcing solutions, and how AI can help.
SaaS customer support best practices that focus on building positive, trusting customer relationships can help to reduce churn and increase the lifetime value of each customer.
Today, we'll explore what customer experience optimization (CXO) is, the core benefits you can see from a good optimization strategy, and some practical methods for implementation.
With nearly every market becoming saturated with endless options and closely competing offers, customers now have more power over your business’s success or failure than they’ve ever had before.
Offshore outsourcing can boost your support coverage, cut costs, and unlock global talent—but is it right for your business?
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Learn how AI is reshaping CX metrics with practical tips to balance speed and empathy, build trust, ensure data security, and improve customer satisfaction.
