Employee engagement is one of the biggest drivers of customer service quality and employee retention. Most customer service leaders know it’s important (critical, even) to recognize and reward service excellence. […]

For growing companies with ambitious customer service goals and limited resources, scaling customer service teams can be tricky. What’s the magic number of agents you need for a team just […]

Contact center attrition is one of the biggest challenges brands face. The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a […]

Improving customer service can be as difficult as solving a complex puzzle. Even with all the right contact center performance management pieces in place—robust call center training programs, regular QA […]

  Everything But The House (EBTH) is so popular now that when you sign up to be a bidder, your account number will have 11 digits. Marc Broering, Customer Service […]

  Brooklinen, a fast-growing online retailer that made its debut in 2012, wasn’t founded on a whim. It was developed as a simple, consumer-friendly solution to a familiar problem: the […]

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Maybe you’ve never measured it. Or you’re not sure how […]

Consistently great front-line performance is the goal of every call center training program. Day in and day out, managers and QA reviewers scramble to make sure agents are performing at […]

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders […]

‘Tis the season for putting customer service teams to the test! This past Cyber Weekend, as we do every year, we stress tested phone and chat channels of the 30 […]

The Richmond Telephone Company has faithfully served the residents of a small Massachusetts mining town since 1903. This tiny telecommunications provider has managed to stay alive and profitable for over […]

When customer service stories go viral, they’re usually cringeworthy. But here and there, you’ll find a welcome exception. The best customer service moments aren’t as provocative as PR disasters, and […]

Contact center performance management has, for many brands, changed little over the years. Managers spend their days coaching and training, training and coaching. QA reviews continue apace. Agents struggle to […]

Lately, we’ve had some interesting conversations with brand executives around the concept of remote customer service. Many are just beginning to explore the idea, asking how a virtual contact center […]

Voice of The Customer (VoC) Data: Are You Making the Most of Your Investment? Many brands invest a lot of time, money, and energy designing and executing a VoC data […]