Contact center attrition is an expensive problem for customer service leaders. The cost to hire and onboard a new agent can be upwards of $15,000, and there is always a […]

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, […]

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. […]

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 […]

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 […]

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 […]

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 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 […]

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 […]