Customer Satisfaction Blog

We’ve heard the term “me, me, me generation” and that millennials are lazy and self-obsessed over and over again. The major news outlets quoting stats hasn’t helped. Hasbro even made a Monopol...

Captain Marvel is not only a powerful super heroine, her catchphrase has business applications - higher, further, faster. Take some tips from this superhero’s motto and raise your customer service g...

Millennials and Gen Z are the largest customer base in history and their habits are pushing for more than just a rainbow unicorn latte. They want customer service on their terms. Could Millennials and...

You can teach employees a slogan or a marketing soundbite, but what company culture truly is beneath the polish is the foundation upon which the company soars, or falls. It is what people feel about a...

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

Slow like an LA rush hour or fast like a New York minute, change is inevitable. Companies that have passed the century mark realize that change is good, like new ice cream flavors. They are embracing ...

45% of agents don’t feel they have sufficient tools for success. Why is that? How can you support your customer service agents and improve customer experience?...

“Too much information, running through my brain…” The Police have it right. We’re drowning in the amount of info available to us. However, what use is data that isn’t sifted or that come...

“I’m sorry, that is not a valid entry,” is not the most empathetic response to a customer inquiry. Yes, AI and automated menus can streamline the customer service process, but don’t forget the...

The call center has evolved into the contact center through a variety of technological innovations that followed the trusty telephone. (I have mine right here, in case I’m hit by a food craving) The...

It may not change fast enough for some (“your estimated wait time is 27 minutes…”), but call center communication has come a long way, baby. Imagine having to write an actual letter, on rea...

Customized ads, website suggestions, ‘people you may know’, every move online is watched. Common customer service tools like typing previews in chatbots and call monitoring are meant to improve th...