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.
One model optimizes for flexibility; the other optimizes for continuity. Neither is magic, despite w...
An annual tradition, right up there with pumpkin spice and opening last year's readiness deck.
For years, the knowledge base has been the operational equivalent of eating your vegetables.
There are very few meetings a support leader looks forward to less than a headcount review.
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.