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.
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...
Everybody says they want omnichannel support… and then build what is essentially the same fragmented...
Growth has a funny way of making companies feel wildly successful and deeply shaky at the same time.
In SaaS, support isn’t sitting off to the side of retention; it’s one of the clearest signals of whe...
Ecommerce CX isn’t just support, it’s a revenue protection function.