Let’s face it, working in contact centers isn’t always easy, and the daily stresses of handling upset customers can take their toll. It’s important to focus on keeping morale high […]

Earlier this month, Accenture released a study with findings that have far reaching implications for any business that offers customer service. The study – Digital Disconnect in Customer Engagement – […]

Did you know that 48% of customers who have had a negative customer service experience are likely to tell 10 or more people about it? On the other hand, just […]

Gone are the days of waiting days for a response from customer service: today’s customers demand immediate responses. Based on data collected by StellaService analysts over the past three years, […]

Providing your customer with consistently great service — experiences that they’d write home about — increases what McKinsey calls “word-of-mouth equity,” an index of a brand’s power to generate messages […]

  StellaService, the service measurement and optimization company, today announced the launch of Stella Connect, a new product designed to transform the way companies collect and activate customer feedback on […]

Suggestive selling can boost retail revenues significantly. But to succeed at it, you must ask yourself: Are our associates doing all the right things to boost in-store sales? Are we […]

Not all mystery shopping programs are created equal. Some yield customer experience insights that are reliable, useful, and ultimately very profitable. Other programs fail to deliver on all three counts. […]

Getting good customer experience data is both an art and a science. If you understand the difference and why it’s important, you can get a robust, reliable picture of the […]

New capital will fund growth of team to service a rapidly expanding client roster and new products designed to help retailers of all sizes stand apart with a best-in-class customer […]

StellaService, the only provider of objective customer service ratings and insights, today announced it has extended the reach of its data collection to measure the customer service and fulfillment performance […]