The rush might happen in November, but the work starts earlier and the real payoff comes much later.
Those tiny operational problems you’ve been avoiding all year are about to get a lot more expensive.
How to prepare your CX ops for BFCM (and every peak season after it)
Your AI knows exactly and only what you’ve taught it. That's either the good news or the bad news.
An annual tradition, right up there with pumpkin spice and opening last year's readiness deck.
If you recognize any of these, the problem is rarely what you might think.
A customer has seen the ad, they've visited the website, read reviews, compared alternatives, and na...
A few years ago, a customer support leader could walk into a board meeting with a pretty straightfor...
A huge amount of friction in support starts with somebody trying very hard not to escalate.
A funny thing (not funny “ha-ha”, funny weird) has happened to customer experience technology lately...