08 Mar How To Ensure Your Customers Get The Right Answer
The right answer benefits both your business and your customer. It's especially good when that answer comes via the first contact....
self-service Tag
17 Nov Automation: What’s Missing in Your Customer Service Strategy
Customers are leaning into automation and 95% of contact center leaders are using or plan to use automation in the next year. If you’re one of them make sure you’re using quality automation in your customer service strategy....
05 Oct Nudging for Improved Customer Experience and Agent Performance
Nudges don’t remove freedom of choice, they make a certain choice more attractive. The aim is to make those preferred choices beneficial to the chooser. We’re not focusing on negative nudges or those meant to manipulate for the benefit of another party. In the case...
30 Oct Don’t Bury your Customer Service
If your customer service avenues are more hidden than the mummy’s tomb you are likely to lose repeat business....
18 Apr Will Millennials and Gen Z be the Death of the Call Center?
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 Gen Z be the death of the call center? ...