Jimi Hendrix loved to fling his guitar around to get weird and wonderful sounds from the feedback.” Jimi Hendrix and his guitar virtuosity aside, we are focusing on their business use of the word fe...
Latency, language differences, awkward auto-corrects, improper use of emojis (no, the poop emoji is not chocolate and 'LOL' doesn’t mean lots of love): there are many challenges for communication i...
Updated June 2022 (originally posted October 2018) Quality is key. No one wants a subpar product or experience. QA metrics are important for gauging and maintaining quality and thereby customers. Cont...
An unhappy customer service agent is more than a meme, they are a person with difficulties that have solutions.Customer service whether it is as a content moderator, contact center agent or customer s...
You’re eager to get back to your long delayed project and then get hit with a survey. Even worse, you’re hit with a survey while trying to get your answer.The point is surveys suck and here are fi...
An abusive agent is detrimental to a company, and so is an abusive customer. Is booting the bad ones, lik Uber is, good customer service? ...
Ann started her day with a double espresso and a quick lap around the block, but by 2pm she has been staring at the same customer service ticket for ten minutes and can’t remember what her last acti...
The chatbot. These digital interface tools have become a familiar, sometimes funny, sometimes maddening part of online customer service. Even with the growth of AI there are many bad bots, but they do...
Do you want to be known throughout your industry as the absolute worst in customer service? Are you eager for the kind of negative reputation that vitriolic customers can give you? Is being sued by yo...
Yeah, we know. Relationships are hard. But human beings (and businesses) don't do well on an island alone. Build your CX and EX together....
There are many aspects to leading in customer service success. Depending on the company, customer service can conjure anger and disappointment or warm fuzzies and devotion. Today we’re looking at: I...
Remote and offshore work is a growing field with projections of growth to $19.5 Billion by 2025. Let’s look at the reasons, benefits and challenges of offshoring contact center operations in a mul...
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NPS, CES, and CSAT: What is your go to metric?
