Gen Z vs. Millennials: Meeting the Customer Support Expectations of Two Powerful Generations
Customer experience leaders today face a unique challenge: serving Millennial and Gen […]
The 3 Help Desk Metrics to Track
Do you remember the last time you had a good customer experience? […]
The 2024 Forrester CX Index Report is a Wake-Up Call
The 2024 Forrester CX Index paints a sobering picture (to say the […]
2024 Customer Retention Guide: Strategies to Boost Loyalty and Profits
Two words dominate the discourse today: Profitable. Growth. And customer retention is […]
4 Customer Satisfaction KPI Trends Shaping Customer Service in 2024
Introduction: As you look ahead to 2024, several key consumer trends […]
Ecommerce Customer Service: The Game-Changer for Online Retail Success
In the bustling world of online shopping, ecommerce customer service isn’t just […]
What Happens When Your Chatbot Goes Rogue?
Short description: Air Canada learned the hard way: you can be help […]
Why Your CX Can’t Ignore AI in 2024
In today’s digital age, customer support plays a crucial role in maintaining […]
Why You Should Outsource Customer Support in 2024
Is your customer support (CS) department starting to resemble a 24/7 support […]
What Wingstop Tells Us About Conversational AI (and the Future of Customer Service)
Have you called in an order to Wingstop lately? If you have, […]
How Ethos Support Achieved an Industry-Low 5% Attrition Rate in 2023
Introduction CS agent turnover rate skyrocketed in 2023 to an eye-popping 38%, […]
Addressing the Stigma of Outsourcing
Outsourcing – it’s a term that’s often met with mixed feelings. While […]