How to prepare your CX ops for BFCM (and every peak season after it)
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...
Everybody says they want omnichannel support… and then build what is essentially the same fragmented...
There’s a stat going around that only about 59% of companies are happy with their outsourcing setup.
A few of us got together last week over drinks to talk about where CX is actually headed.