Service Leader's Corner: Elevating Customer Excellence

Choosing the right software is critical for IT leaders, customer service managers, CIOs, and ITSM team leaders and vendors.

[Read More]

Compared to recruiting and managing an in-house customer service team, outsourced customer service is the most time and cost-effective, and resource-efficient way to manage customer service at scale.

[Read More]

It's no secret that happy customers are the heart and soul of any business. With happy customers, you get a healthy business that can thrive and make a positive influence in its respective industry. Or, for you foodies out there, think of it this way: happy customers are the bread and the butter of fancy restaurants. They come first.

[Read More]

With the tremendous amount of information available now online, it's easy to get lost in endless lists of Customer Experience (CX) statistics. While one might find lists of dozens — even hundreds — of statistics, it can be overwhelming to sift through them all to find the ones that truly matter to you.

[Read More]

The world of customer service is constantly evolving, especially given modern technology. With this comes changing consumer expectations. Then, innovation becomes paramount. In 2024, technology, data, and customer-centric strategies converged to shape how organizations approach customer service.

[Read More]

With the speed of information, gone are the days where businesses can wait for problems to arise before addressing them. Proactive customer service shifts the focus from reacting to customer issues to anticipating and resolving them before they occur.

[Read More]

Contact centers (not to be confused with call centers) are the nucleus of a company's interactions with its customers. With the contact center, a company can answer customer questions, resolve product or service issues, and maintain customer relationships.

[Read More]

An effective customer service workflow process is the backbone of any successful customer support operation.

[Read More]

In customer service, the needs of B2B customers can differ dramatically from B2C ones. While certain customer service practices may apply to both, and often should, B2B relationships are different enough to require strategies tailored for that business environment.

[Read More]