Practical tips for getting the most out of your mystery program and ensuring you maximize your investment.
A customer service performance snapshot looking at key findings from the 2017 holidays
Data rich insights reveal the service performance of leading retail brands over Cyber Weekend 2017
Actionable insights for service teams preparing for the holidays
How to make texting an effective part of your service strategy
This Q2 report uncovers insights into both speed and quality across contact center service channels and ecommerce shipping and refunds.
A snapshot of customer service performance trends across the retail industry.
Mystery shopping vs. voice of customer – what's the right mix and how can you maximize the value of the data across your service team?
How Lane Bryant converted their contact center into a profit center.
Analysis of service performance metrics and trends from the 2016 holidays
Learn how to alleviate 5 common challenges faced by customers calling contact centers.
Understanding data points around ecommerce vs. in-store returns
Creating a seamless buy online return in-store experience
How social media is being used to enhance customer experience
Using self-service tactics to reduce customer contacts
How to Most Effectively Leverage Live Chat Across Your Contact Center
Understand use cases and best practices for automated and templated emails