How To Get Started With Customer Service Automation
Here’s how to create a service workflow process map — and get a complete view of the critical connections between people, systems, data, and decisions.
Customer Service Analytics: How To Make Sense of All Your Data
Turn customer interactions into insights that help your business improve with service intelligence.
Design Ways to Help Field Service Workers Love Their Jobs More
Here are 5 tips for how privacy, inclusion, safety, and autonomy can improve job satisfaction for field service workers.
Put Our 2024 Retail Predictions to Work
Our team tracked the trends and crunched the numbers — here’s what profitable growth looks like this year.
Cyber Week Won the 2023 Holiday Season – Driven by AI and Value Shoppers
There were no big surprises but definitely some good news. Find out what holiday shopping season results could mean for the retail year ahead.
Knowledge Management: How To Retain Agent Expertise If They Leave
Top talent resigning? Here’s how to keep their know-how from going with them and still provide great customer service.
What’s Your Customer Effort Score? Here’s How To Measure It — and Why
It’s the gold standard for many organizations. Find out why a growing number of service leaders are tracking this customer service metric.
AAA’s Personalized Service Puts 60 Million in the Driver’s Seat
Learn how AAA - The Auto Club Group reduced response times by 10% with automation.
Customer Relationships Are Frayed — Can Generative AI Mend Them?
Customers aren't just fed up with bad service – more of them are seeking retribution for their bad experiences, a new survey reveals. The solution: more digital empathy.
What Is Customer Experience — and How Can You Improve It? Start With These 5 Steps
Customer experience includes any interaction your customers have with your brand. Here’s how to make those touchpoints count — every time.