Providing customers with the option to self-service can be a winning strategy for both companies and customers alike. In the case of the company, self-service is typically the least expensive ...

A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap. Customers and vendors alike want a speedy resolution to any support issues. Increasingly, ...

For operations and technical leaders, crafting a support organization is as much an art as it is a science. Customer service, technical support, customer success, help desk—there are so many terms out ...

The term contact center often evokes thoughts of a large office building, rows of desks, and agents lined up one-by-one answering an endless barrage of customer calls. While agents are still the heart ...

While customer service is largely centered around human interaction, it’s largely been powered by non-human automation lately. While automation has allowed companies to address staffing challenges and ...

If your customers reach out to you for customer support or for problems to be resolved, this is must-have information. In my annual customer experience research, we asked more than 1,000 U.S.

Did you know Growth Quarters is taking the stage this fall? Together with an amazing line-up of experts, we will share key insights into entrepreneurship during TNW Conference 2021. Secure your ticket ...

A pair of studies highlight the need for both companies and solution providers to revisit the breadth and quality of the self-service options they offer. For several years I used a slide in ...