AI and machine learning can help turn call-center conversations into actionable improvement strategies
Leaders need worker wellness for the health of their company
A simple tip to improve your frontline communication
Protecting your brand shows respect for customers
Or are your employees more important?
The push-pull effects of customization
We just hate to miss out
Online product configuration tools can help consumers make more informed choices
Are you ready for a bold answer to service fatigue?
Today’s consumers demand a deeper relationship with products, services, and companies
When managers fixate on quick financial results, ethics and service take a back seat
‘Wow! I have a great job! I think I’ll quit and go somewhere else.’
A written framework is an easy way to hold everyone to the same standard
Order fulfillment is more than just delivering a product
Show your customers and employees what your company stands for
Digital technologies are dazzling, but so are the challenges—especially for customer service
Build a business that has loyal fans, continues to evolve, stays relevant, and grows
Even if it’s not required, it’s critical
Consistency is the key
Don't let blindspots prevent you from incorporating feedback from stakeholders