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How to Set Goals & Build a Strategy to Drive Customer Experience Improvement
February 19th, 2020 | Customer Experience

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having + Read More

How to Build a CX Coaching Culture
September 27th, 2018 | Customer Experience

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

How to Reduce Customer Service Friction with Live Chat
September 10th, 2018 | Customer Service

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

What are the ‘Five Mys’ of Live Chat?
August 9th, 2018 | 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

Best Customer Experience Articles from the Month of July 2018
August 1st, 2018 | Customer Experience

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

Is Your Consumer Trust at Risk? Live Chat Can Help
July 19th, 2018 | Live Chat

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

5 Top Customer Service Articles for the Month of June 2018
July 12th, 2018 | Customer Service

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

How to Improve Your CX Function Through Coaching
June 26th, 2018 | Customer Experience

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

5 Top Customer Service Articles for the Month of May 2018
June 13th, 2018 | Customer Service

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

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How to Increase New Hire Retention
May 14th, 2018 | Customer Service

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

Live Chat vs Phone – What are the Differences?
May 2nd, 2018 | Live Chat

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

How to Be a Low Effort Company
April 25th, 2018 | Customer Service

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

How To Capitalize On Customer Feedback
April 17th, 2018 | Customer Service

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

The Satisfaction vs Effort Paradox: Reviewing “Lessons from the Mouse” & “The Effortless Experience”
April 16th, 2018 | Customer Service

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

How to Measure Customer Experience: CSat, NPS and More
April 11th, 2018 | Customer Service

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

Why Should You Come and See Us at The ICMI Contact Center Expo & Conference 2018
April 2nd, 2018 | News & Updates

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

Customer Service KPIs, Metrics and More: How to Build an Effective Reporting System
March 28th, 2018 | Customer Service

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

Business Benefit, Right Now: Why Is Live Chat An Urgent Priority?
March 1st, 2018 | Live Chat

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

Why Customer Delight Is the Wrong Strategy
February 13th, 2018 | Customer Service

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

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