Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Like so many other brands’ customer service operations, it was simply a cost of […]

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 […]

UncommonGoods is an online marketplace connecting makers and their creations with individuals looking for truly special goods. The company is passionately focused on celebrating craftsmanship and supporting its community of […]

One year in college, in the middle of writing a paper (well, watching Netflix) my beloved MacBook broke. It made a terrible noise — one that signaled sure and imminent […]

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 […]

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 […]