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 […]

For retailers looking to shake up the customer experience status quo, Columbus, Ohio is the place to be. The New York Times refers to Columbus as the “Silicon Valley” of […]

In our conversations with brand executives about how to measure customer experience, we’re often asked, “Which customer survey solution should we be using?” Some believe they’re getting the insights they […]

Is your contact center training program producing the results you want? Is it keeping agents engaged and continually improving their performance? If not, I’m guessing your performance management process looks […]

The experience economy is booming. Last year, people traveling to and within the U.S. spent over $990 billion—roughly $20 billion more than the year prior. If the past is any […]

Mystery shops, CSATs, and sales numbers can tell you a lot about what’s happening in your stores. Especially if you study them as an integrated whole. And yet, as valuable […]

The holiday rush is almost here. As always, we’re curious to see how the 30 retailers in our StellaService Ecommerce Index—the biggest and best names in ecommerce—measure up this year. […]

It’s time for brands to come to terms with the truth: what kept them afloat a decade ago threatens to sink them today. From operations to training to managing the […]

Let’s face it. Social media customer service is part of your channel mix, whether you like it or not. Granted, social media customer service represents a small percentage of your customer […]

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet” and contact center sales and profitability were not on the radar. Like so many […]

If you caught Seth Godin’s recent post “Four ways to improve customer service,” maybe you reacted the way we did (“AMEN!”). Seth’s “four ways” really are the pillars upon which […]

In our previous post, we outlined practical solutions for managing call center traffic. Banishing long wait times and confusing, irritating IVRs is a must for every brand. If you commit […]

Thanks to digital technologies like chat, SMS, and social media, customer service delivery has come a long way. It’s smarter, more convenient, and more efficient than anyone could have imagined […]