Author: Cassandra Vincent

Service Level Agreements (SLAs) are a necessary part of the business-customer relationship. They need to be created with both your company’s unique needs and the needs of your customers. However, there is little point in going through the trouble of...

Streamlining customer experience benefits businesses, their workers and their customers. Generative AI acts as a powerful streamlining tool improving efficiency and accuracy, driving decision-making and fostering innovation...

You know that your business needs to provide great customer service to compete. You also know that you need to allocate your human and monetary resources to tools that provide a great return for your investment. Now CSAT.AI can help...

Employee engagement and CX are powerfully connected. Empower employees with information and invest in them as people for great customer experience and business...

Today we’re following up on our improper ticket closing blog. What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. These are six ticket handling problems to avoid...

An in-house customer service team that is steeped in company culture sounds great. But it isn’t a practical fit for all businesses. A customer service business outsourcing, or CS BPO, makes sense to save time and money...

Documented customer complaints have been around since, well since the first record of one in 1750 BC (which was much harder a complaint to make than sending an email). Closed tickets are happy customers. Or are they?...

It’s important to effectively escalate the customer issues that need more attention. Whether from self-serve to your agents or from your agent to a manager or other department, a plan for customer service escalation is an important part of your...

Like most industries, customer service has its own jargon - chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms...