Blog

Most companies would agree that excellent customer service is a crucial aspect of running a business. A simple conversation between a customer service + Read More about how to build a cx coaching culture

Friction is everywhere in life, and it impacts us from the time we wake up until we go to sleep. But how can + Read More about how to reduce customer service friction with live chat

For a long time, people have been conducting studies and evaluating data in a bid to figure out how customers make decisions. Many + Read More about what are the ‘five mys’ of live chat?

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer + Read More about best customer experience articles from the month of july 2018

When it comes to doing business in 2018, according to a current Forrester report, the trust of the modern consumer is at an + Read More about is your consumer trust at risk? live chat can help

Continuing our series of the best customer service posts on the web from May, I’m going to look at some standouts from last + Read More about 5 top customer service articles for the month of june 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any + Read More about how to improve your cx function through coaching

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer + Read More about 5 top customer service articles for the month of may 2018

High employee turnover is a problem many executives face – and an expensive one too. It costs 21% of an employee’s salary to + Read More about how to increase new hire retention

The use of chat in serving customers is snowballing, and there is quite a bit of evidence around to understand why. Chat in + Read More about live chat vs phone – what are the differences?

Much has been studied, discussed and debated about keeping customers satisfied and loyal to your brand. In the past, people believed that providing + Read More about how to be a low effort company

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to + Read More about how to capitalize on customer feedback

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. This is something we’ve always believed to be true + Read More about the satisfaction vs effort paradox: reviewing “lessons from the mouse” & “the effortless experience”

While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the + Read More about how to measure customer experience: csat, nps and more

If you own or manage a contact center or deal with customers at all, then you should give serious thought to attending this + Read More about why should you come and see us at the icmi contact center expo & conference 2018

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the + Read More about customer service kpis, metrics and more: how to build an effective reporting system

Perhaps you’re like me, and you hunt up and down the aisles of the local hardware store looking for that elusive part. You + Read More about business benefit, right now: why is live chat an urgent priority?

Does customer delight lead to customer loyalty? Many managers would say yes – the concept of delighting customers to cement loyalty has been + Read More about why customer delight is the wrong strategy

One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or + Read More about knowledge base examples: 6 tips for clean, professional kbs