Customer service agents are the frontline employees shaping customer perceptions of your brand – and an afterthought for many executives. Why don’t organizations understand their value?
IT leaders need to deliver digital experiences on time and on budget. Accurate return on experience (ROX) measurement and analysis can keep projects on track.
What does award-winning customer service look like? Empathy, mental health, and call de-escalation techniques are top of mind for service leaders as we celebrate the hardworking agents on the front lines.
Many content consumers are spooked by how content recommendations can seem invasive. But the flip side, when done correctly, is you get the content you need so you can make decisions faster.
It’s crucial for organizations to think ahead during a crisis. Thought leader Marc Mathieu spells out how thoughtful planning and preparation can poise brands for success.