For growing companies with ambitious customer service goals and limited resources, scaling customer service teams can be tricky. What’s the magic number of agents you need for a team just […]

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Maybe you’ve never measured it. Or you’re not sure how […]

Consistently great front-line performance is the goal of every call center training program. Day in and day out, managers and QA reviewers scramble to make sure agents are performing at […]

‘Tis the season for putting customer service teams to the test! This past Cyber Weekend, as we do every year, we stress tested phone and chat channels of the 30 […]

The Richmond Telephone Company has faithfully served the residents of a small Massachusetts mining town since 1903. This tiny telecommunications provider has managed to stay alive and profitable for over […]

When customer service stories go viral, they’re usually cringeworthy. But here and there, you’ll find a welcome exception. The best customer service moments aren’t as provocative as PR disasters, and […]

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 […]

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 […]

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 […]

We enjoyed meeting and sharing ideas with like-minded professionals at the ICMI conference in Orlando in May, but we’re also looking ahead to the next great industry event: this year’s […]

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 […]

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 […]