How to Incorporate Service Design for Digital Transformation
Working for an established organization, you’d like to introduce and successfull [...]
5 Skills Contact Center Employees Need Beyond Empathy
Call-center employees have rightfully been heralded as the superheroes of custom [...]
Designing Customer Journeys for the Post-Pandemic World
As vaccinated millions step tentatively back into an in-person economy poised fo [...]
The Power of Having One Persistent Customer Conversation
Today’s path to purchase is designed by the customer. As more touchpoints become [...]
3 Ways to Build High Performance Customer Moments
We all know Darwin’s Theory of Evolution; species must adapt to their environmen [...]
Self-Service Technology Becomes Top Priority For Contact Centers
In the current global environment, lacking well-performing self-service technolo [...]
25 Call Center Technology Trends to Watch in 2021
Throughout 2020, many new trends arose and call center solutions continued to ev [...]
To Provide Excellent Customer Service Don’t Just Answer Questions, Add Value
Traditional customer service is historically understood to be a passive/reactive [...]
Rethinking customer service: No longer the weakest link
New research shows that high performing organizations are investing in service i [...]
Biggest Pitfalls with Customer Service AI ..And How to Avoid Them
Imagine you’re stuck in traffic on the way to the airport. You call your airline [...]