Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

Top 51 Customer Service Leaders – Best Customer Experience Influencers

Customer service leaders come in all shapes and sizes. In the age of the internet, it is difficult to keep tabs on which thought leaders […]

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Zendesk vs. Freshdesk: Which Is Better?

Service desk platforms – also called agent desks – help companies enhance the customer experience, scale conversations across multiple channels and reduce customer service costs. […]

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Hiring Customer Service Agents is Harder than Ever

Why companies need AI today.  “Call centers have never been more important — or more strapped1.”  Imagine having a 100-year old parent who has a […]

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Customer Service KPI Metrics: Everything You Need to Know in 2021, Explained

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first […]

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Everything You Need To Know About Omnichannel Customer Experiences in 2021

Today’s digital world is littered with companies providing omnichannel experience scenarios for their customers. Here’s a real-life example of an omnichannel experience: While looking through […]

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7 Ways AI Customer Experience Can Enhance Your CX

AI customer experience is emerging as one of the dominant trends in customer service – this article will explore what it is and why so […]

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8 Best Customer Service Stories That Went Viral

There’s a lot of bad news in the world. But you’re not going to find that here. Not today. Instead, we’re rounding up our favorite, […]

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The Top 25 Trail Blazing Customer Service Professionals of 2020

The top CX practitioners making the most impact on employee and customer experience  Customer service is more important today than ever before. The customer service […]

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Customer Service Benchmark Report – Support Benchmarks for Today’s Top Companies

To download a copy of the full Customer Service Benchmark report, visit here. Overview of our 2020 Customer Service Benchmark Report Results of our inaugural […]

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