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 […]

Earlier this month, we had the opportunity to host a roundtable session with a cross-section of service leaders at the Customer Response Summit in Las Vegas. The roundtable focused on […]

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 […]

In this post, we speak to UncommonGood’s Director of Customer Service, to learn how they use Stella Connect to measure call center service performance. UncommonGoods is an online marketplace connecting […]

When a customer service agent has an outstanding interaction with a customer, something powerful happens. Sparks begin to fly. Those sparks deepen the customer’s connection with the brand, and they […]

Marks & Spencer (M&S) is an international, multi-channel retailer that was founded in 1884. The company sells high quality, great value products to more than 33 million customers each year […]

Marks & Spencer (M&S) is an international, multi-channel retailer that was founded in 1884. The company sells high quality, great value products to more than 33 million customers each year […]

Retail industry publication Total Retail recently featured a post about how CARiD uses Stella Connect to motivate agents, increase sales and decrease negative reviews: “Major explains that CARiD has three […]

At Stella Connect, our mission is to use real-time customer feedback to drive engagement and motivation across front-line teams. The Stella Connect Star of the Week blog series highlights one […]

At Stella Connect, our mission is to use real-time customer feedback to drive engagement and motivation across front-line teams. The Stella Connect Star of the Week blog series highlights one […]

On Tuesday, July 26th, StellaService co-hosted an evening event with Stella Connect client Warby Parker. Since its founding in 2010, Warby Parker has disrupted the eyewear market with its quality products, affordable […]