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Customer ratings reveal what is working for them and what isn’t. They also indicate much about the effort customers perceive is being put into resolving their issue by the business. As a rule, some contact channels are more satisfying than others. For example,...

Widely known as the Pareto principle, the 80:20 rule states that, for many outcomes, roughly 80% of consequences come from 20% of causes. While Pareto originally established the principle from observing that 80% of the wealth in Italy belonged to only 20% of the...

When it comes to providing optimum customer experience, there are more services channels available than ever before. From traditional phone and email options to live chat, messaging and self-service, companies can tailor the model better than ever to meet customer...

As we approach the end of 2020, it’s natural that we look ahead and consider how customer service will change and what customer experience will look like in 2021 and beyond. When looking forward, we often use the past as a reference point. How have we got to where we...

This year, for most businesses, customer service underwent urgent and unexpected changes. For the first time many embraced work-at-home (WAH) as a necessary component in their model. Now, as we look towards 2021 and the potential for service agents to return to the...