Good leaders know they don’t have all the ideas. Instead, they look at what could be possible — and sometimes thinking big pays off.

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?

These are the most effective customer service channels based on research from 7,000 global decision makers, agents, and dispatchers. Is your organization keeping up? Or falling behind?

Better order tracking, a broader social reach, and an insightful chatbot added personalized service and helped the business scale from a flagship to a franchise. And they employ hundreds of people with disabilities – including their own kids.

When support call data is processed like any other digital channel, service teams can use automation to make life easier for both customers and agents.

The phone remains an essential service channel for delivering fast and empathic service. Here’s how to make every call count.

Strengthen your contact center and better serve your customers by making work more satisfying for agents.

This is how to evaluate your customer service automation efforts to see what’s improved for both customers and employees – and where to go next.

Meet customer and employee expectations by connecting your voice channel to your CRM with any of our telephony partners.

If you fail to plan, then you’re planning to fail. Human creativity is critical in the customer service contact center. Planners must address these three things to set agents up for success.