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AI is here to help agents, not take their jobs
August 8th, 2019 | Customer Service

As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, + Read More

AI: When to play it safe and when it’s risky business
July 30th, 2019 | Customer Service

Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market, smartphones didn’t exist, and we were + Read More

The Importance of Always-on Customer Communications
July 23rd, 2019 | Customer Service

We’ve all done it – politely (or otherwise) hung up on a call from a telemarketer. We’ve even abandoned a call that we + Read More

Customer Service Isn’t Dead: How to Do it Right & Companies Already There
June 6th, 2019 | Customer Service

With the proliferation of self-serve channels like knowledge bases , it’s easy to believe that quality customer service is no longer as important + Read More

Getting your Customer Service Team Ready for the Holiday Shopping (and Returns, and Shipping, and Problems) Season
October 18th, 2018 | Customer Service

Holiday shopping season isn’t easy. Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can + Read More

How to Use Technology to Improve the Agent Experience
September 20th, 2018 | Customer Service

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams + 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

This is What Exceptional Customer Service Looks Like In 2018
August 23rd, 2018 | Customer Service

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that + Read More

Addressing metrics gaps between bot-led and human-led service
August 21st, 2018 | Customer Service

The decision to take on chatbot customer service is an exciting one for companies. Like with any new initiative, there are a series + 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

Keynote Learnings from ICMI Expo 2018: Ernesto Salas, Disney Institute
June 19th, 2018 | Customer Service

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your + Read More

Get Ready for The Shopping Season with These 10+ Tips
June 13th, 2018 | Customer Service

Introduction We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.” For retailers, this old saying rings + 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

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

Baby Boomers, Millennials and More: Here’s How to Manage a Multigenerational Workforce
May 1st, 2018 | Customer Service

Introduction In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials + 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