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Customers are constantly setting and adjusting their standards for customer service based on  what they see other businesses doing. Among these standards is the quality of the customer experience they’re providing.  In theory, this  sounds simple, but customer expectations can...

With so many quality products and services available to customers these days, the ability to engage a customer can make all the difference in the world when it comes to prospect acquisition and retention. What is it that sets engaged customers...

The customer experience - it can be overwhelming and it can get confusing. The customer experience space is blossoming and becoming more agile. That means new terminology and verbiage has to be developed or sometimes even invented in order for...

Empowering your agents through technology As the customer experience becomes more of a focus for businesses, companies are doing more to ensure their employees have the necessary tools to deliver a positive experience at every customer touchpoint. This is especially true...

Using Live Web Observation to Improve Customer Support As customer expectations rise, it’s becoming increasingly difficult to provide a positive customer experience. Today, regardless of industry, customers expect immediate support, accurate answers to their questions, and ultimate convenience. It’s simply not...

There’s no denying that the use of artificial intelligence (or AI) is quickly growing as a useful application for customer service in the business world. In fact, Forrester reported that artificial intelligence will replace 16% of American jobs by the...

Not too long ago, Dan Regenold, CEO of Frame USA, decided to spend a workday with one of his customer service representatives. Dan’s agents have a healthy daily task list. They answer and respond to live chats. They fill orders....

Today’s customer expects to have a broad selection of channels where they can  communicate with companies. However, when an issue cannot be resolved using one of these channels, such as live chat or voice calls, the customer finds they need...