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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 about getting your customer service team ready for the holiday shopping (and returns, and shipping, and problems) season

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 about how to use technology to improve the agent experience

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

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 about this is what exceptional customer service looks like in 2018

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 about addressing metrics gaps between bot-led and human-led 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 about 5 top customer service articles for the month of june 2018

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 about keynote learnings from icmi expo 2018: ernesto salas, disney institute

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 about get ready for the shopping season with these 10+ tips

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

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 about baby boomers, millennials and more: here’s how to manage a multigenerational workforce

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

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

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