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...
Training a co-located support team is difficult enough. Training a distributed one across multiple s...
A QA scorecard that gets filed and forgotten isn't a quality system, it's evidence that somebody rev...
How cleaning up the “brain” behind the AI helped UrbanStems increase one-touch resolutions by 52% wh...
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.
AI can improve speed, consistency, and efficiency in customer support. It can also damage trust very...