Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

Choice Matters: The Importance of Multi-channel Customer Service

In order to meet customer expectations, companies must provide multi channel customer service  We live in an on-demand society. We expect anything delivered any time, […]

Read more

Quarantine and stream: The role customer service plays in the Streaming Wars

How AI Helps Maintain Binge-Worthy Subscribers What do we do when a pandemic emerges? We turn to the tube. Quarantine and stream is the new […]

Read more

Let AI Help When Work From Home Suddenly Becomes the Norm

To try to stop the spread of COVID-19, companies and governments are mandating people work from home. Customer service managers are navigating through a time […]

Read more

Customer Service in America: Where in the U.S. Does Good (and Bad) Customer Care Matter Most?

An analysis of 2497 consumer reviews. How good and bad customer experiences impact business ratings in seven major cities across the USA. Customers care more […]

Read more

Customer Service Rep Growth Predictions – How Will AI Affect Job Numbers?

The impact AI will have on the human workforce is at odds with the panic-stricken headlines we read. The rise of AI will enhance employee […]

Read more

Can Telecom Customer Service Be Turned Around By AI?

A Look At The Opportunity For Customer Service Automation In Telecom Customer service in telecom remains one of the worst in any industry. Can it […]

Read more

With AI in Customer Service, the Biggest Payback Could Be Time

When it comes to understanding the helpdesk AI benefits to customer service, William Penn eloquently nails it. “Time is what we want most, but what […]

Read more

Are KPIs Keeping Your Customer Support Team Down?

How AI-powered automation can deliver on a customer support organization’s most critical KPIs It’s not easy being held accountable to customer support KPIs these days. […]

Read more