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

3 Ways to do More with Customer Experience Personalization
October 16th, 2018 | Customer Service

By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease + Read More

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

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 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

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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

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

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

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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 Service

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

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

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Live Chat Benchmark Report 2018:
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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

Contact Center AI – What’s out there?
June 5th, 2018 | Customer Service

AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrik’s groundbreaking + 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

Complaining Customers Are Your Best Customers. But Why?
May 10th, 2018 | Customer Service

Introduction If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their + 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