Scaling a customer service team isn’t easy, let alone for fast-growing startups. For brands such as Birchbox and Warby Parker, which were born to compete on the basis of service, […]

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 […]

  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 […]

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 […]

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

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 […]

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 […]

Survey fatigue is a serious condition. And it always begins the same way. First comes the rash of emails asking for feedback about a brand encounter that happened days earlier. […]

Let’s talk like engineers for a minute. Your VoC data collection program is an engine. It’s designed to drive your company’s success. There’s input (investment) and output (ROI + waste). Your […]

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. The lineup of presenters, the industry topics, the onsite learning opportunities—all are […]

Suppose you’re a pilot who’s preparing a flight plan. For the sake of safety and efficiency, you need to understand current weather conditions and how weather patterns are moving and […]

Recently, I stumbled upon a terrific article in the Harvard Business Review, “Kick-Ass Customer Service.” (The title alone makes the article a must read.) In it, the authors do two […]

In most retail organizations, operations and marketing go about their business like two halves of the same brain. Operations (the left side) uses customer data to drive performance, while marketing […]

Last month, at the National Retail Federation’s Big Show 2017, we partnered with lululemon’s Guest Education Centre director Dave Pitsch to present “Lessons Learned from 2016 Holiday Shopping.” As Dave […]