Blog

Companies strongly desire to turn the millennial generation into their brand advocates, but in her recent article, Natalie Petouhoff, Ph.D. indicates that this is a challenging task because […]

Customers want to be self-reliant and have the capability to help themselves via digital channels. However, there is still a need for real human interaction despite wanting the […]

  Many companies view agent response time as the most important metric to track in their contact center. In theory, it makes sense to put emphasis on response […]

In his recent article, Anand Srinivasan explores the theory that great customer service equals great marketing. The logic behind this thought it simple: if you deliver great customer […]

The year goes by fast, doesn’t it? In some ways it feels as though 2016 just started, yet here we are, one week from Thanksgiving and the start […]

The most effective customer service agents are the ones who can connect with the customer on an emotional level and truly feel a personal responsibility to help the […]

When you’re selecting the right metrics to track for your customer experience management strategy, it’s important to determine to determine the cause and effect of the metrics. In […]

The past five years have shown a rise in multichannel customer service. People now look for customer service from social media, live chat, email, and other options. However, […]