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A recent study by Glassdoor revealed that at companies with close contact between workers and customers, there's a clear link between happy employees and happy customers. Across industries, the survey found that the rating that employees give their employers corresponds directly to improvement in customer satisfaction scores.

No matter what your job is, you are measured on performance. But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation. So, how can you ensure that your agents...

We've always maintained a customer-centric approach to developing our software. That's why we're spearheading the use of live chat for digital customer service. We've listened to what our customers want, and it couldn't be clearer: live chat will make customers happier and more engaged, leading to higher revenues and long-term loyalty. Simply put, live chat is indispensable for customer...

If orange is the new black and 40 is the new 30, then digital customer service is the new marketing. To understand why that's important and what it should mean for companies, it's necessary to get an idea of how marketing and customer service have been siloed and why this has harmed both departments. In principle, marketing and customer service would seem...

Maybe you’ve heard the proverb “Knowledge is knowing what to say. Wisdom is knowing whether or not to say it.” It’s a classic piece of folk wisdom that connects to customer service and the age-old question of whether contact center agents should have “no” in their vocabulary. While there are cases when agents should avoid using “no” and “unfortunately” in conversations with...

An omnichannel experience - consumers expect it and businesses admit they aren't great at delivering it, so why aren't they investing in improving it? This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers. The surveys were administered as part of our latest research project, the...

An omnichannel experience - consumers expect it and businesses admit they aren't great at delivering it, so why aren't they investing in improving it? This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers. The surveys were administered as part of our latest research project, the...