In a customer support triage system, more complex customer issues go to associates who are best able to help. Here’s how this process works.
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.
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.
These seven customer service strategies encourage warm, helpful interactions as well as a culture of continuous improvement. Let’s take a look.
Breaking up with a client is the process of ending a business relationship that isn’t working either for the customer or the business. Here's how to do it right.
Offshore outsourcing involves contracting a third party based in a distant country. Here’s how it compares to nearshore and onshore outsourcing.
Offshore outsourcing involves contracting a third party based in a distant country. Here’s how it compares to nearshore and onshore outsourcing.
It seems almost cliché but here it is: customer expectations for service are getting higher (and will be even higher in 2022). Craig Stoss shares three ways to meet customer demands without losing your mind (or your team).
After eight years of hypergrowth leading training for Airbnb’s 250 person Global Safety & Claims team, Robyn Barton joined PartnerHero to head up Learning & Development in September.
