Creating meaningful reports requires moving beyond out-of-the-box dashboards. Leaders need to leverage platform data and build custom customer experience reports tailored to the unique needs of their organization. These reports enable them to make well-informed decisions and drive meaningful improvements.

Generative AI will be the next agent of change, shifting how customers get their information, and evolving the nature of work for customer service team members.

At some point in your online store’s upward success, you may become frustrated with your contact center quality. They used to be great, but now they’re not. It may have to do with how well the brand scaled alongside the center.

While there isn’t a definite answer to which strategy is better, there may be one that makes the most sense for your business in its current state.

Businesses are changing how they operate, and fast. It’s left some customer service agents wondering if this revolutionary advancement will completely replace their roles.

With this in mind, I surveyed 100 Owners and CEOs of online retail brands between 10 and 250 employees to better understand their priorities for their CX Department with the introduction of generative AI.

There’s lots of opportunities to continue developing your customer service team such as through accessibility training, DEI training, improv training, and mindset training for better performance results.

Making exceptions for returns is a strategic move aimed at boosting customer satisfaction and loyalty. By considering customer history, the reason for the return, and the broader impact on your business, you can make a return an opportunity for a positive customer experience.

Our reliance on phone calls as a society has significantly decreased, so answering the phone could feel unnatural, not just for some young people, but for many people

The growth of an online business can be bittersweet: Seeing a vision come to fruition is invigorating, but scaling to meet current demands can be difficult. Depending on the stage of the business, here’s what this could look like for customer service

Having remote-related challenges with your customer service team?Set your expectations in these six areas.

How do these new workplace shifts fit into the life of a customer service agent, whose performance may be measured by productivity numbers and whose schedule is likely dictated by customer service volume?

Your team’s energy impacts the customer experience. Imagine calling a customer service line and being assisted by someone with Level 4 energy, rooted in service, who will do anything to help you. Compare that to someone in Level 3 energy, who will help you… a little begrudgingly. Or someone in Level 2 energy who actually gets a little pleasure out of saying no, and most certainly does not want feedback on how that interaction could have gone better.

Customer service agents have a demanding role and can't always take a break. These immediate grounding techniques help customer service agents clear their mind.

Decisions on whether or not a business allocates resources for a solution can come down to how well we as service leaders have presented the case.

Companies grow. Processes and systems change. Sometimes they change drastically. Sometimes they change unexpectedly. Here’s how to get your customer service team on board.