Customer Experience Customer Service
I'm excited to announce the winners of our recent open poll on the top CX Experts for 2022. I've even had the pleasure of working with several such as Jeff and...
Call Center Customer Experience Customer Service
To be an influencer, all you need is an internet connection and iPhone these days. But beyond the motivational speakers, let's look at the real professionals...
Contact Center Customer Service Knowledge Management
Automation is more than a path to lowering costs. It can improve both your employee and customer experience by speeding up interactions and reducing friction,...
Customer Service Knowledge Management Self-Service
On my recent trip home to Georgia, my European wife was suddenly denied boarding mid-trip. This was due to a form that she was apparently supposed to file 6...
Customer Service KCS Knowledge Management
As communication channels proliferate and information is created in a just few clicks, knowledge management is increasingly critical for customer service...
Contact Center Customer Service Knowledge Base
Knowledge management is a key ingredient of effective and successful customer service. But transforming information into knowledge is tough. As customer...
When it comes to customer service, the conversation often revolves around new technologies that will help improve your Key Performance Indicators such as Net...
Based on the recent CCW Market study, chatbots are one of the highest executive priorities for customer service in 2019.
Customer Experience Customer Service Knowledge Base
Wikis are like hammers. They get used for a lot of things they weren’t designed for and end up doing more harm that good.
Customer Service Knowledge Management
Knowledge is an essential part of every organization. As an organization grows knowledge that is essential to the functioning of the organization is acquired....
Customer Service Knowledge Base
You’re a customer service agent and it’s 8:00 am in the morning and you sit down at your desk with a cup of coffee and login.
Call Center Customer Experience Customer Service
I recently talked with Jeff Toister, founder of Toister Performance Solutions and author of The Service Culture Handbook: A Step-By-Step Guide to Getting Your...