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.
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.
We joined a couple hundred CX leaders in Portland, OR for the Support Driven Leadership Summit for a couple of days of learning and connection. Here's what went down.
Business process outsourcing (BPO) involves partnering with a third-party to deliver services to your company. Here’s how using a BPO benefits companies.
The best customer service software depends on customers’ needs and the challenges your support team faces. Here are some software tools that can help.
The benefits of outsourcing customer service go beyond cost savings—it can help you scale your business while maintaining an excellent customer experience.
Business owners and customer service leaders are currently hyper-focused on discovering how to use AI to improve their customer experience–and rightfully so. Let's talk about how you can use AI to help improve your business.
From rethinking your training practices to practicing active listening, it’s important to consider how to improve customer service. Get started with these 11 tips.
