Should Contact Center Leaders Create a Customer Journey Map?
Before you invest in creating a customer journey map, there are a few questions you should ask yourself.
Should Contact Center Leaders Create a Customer Journey Map? Read More »
Customer Support
Customer Support is an Investment, Not an Expense
When we treat customer support as a cost center rather than an investment in customer retention, we set in motion a long chain of consequences that ends in customer churn and lost revenue.
Customer Support is an Investment, Not an Expense Read More »
The Metrics Obsession that’s Killing the Customer Experience
We’re obsessed with metrics. We have a greater capability to measure business performance than ever before. But is the customer experience getting any better?
The Metrics Obsession that’s Killing the Customer Experience Read More »
9 Customer Support Survey Practices for More Responses and Tastier Insights
Let’s stop bombarding customers with boring customer support surveys that make them want to hurl their computers off a tall building and never check email again.
9 Customer Support Survey Practices for More Responses and Tastier Insights Read More »
How to Design Support Services that Customers Actually Value
By researching the customer’s perception of service value, you can understand which service elements to invest in – and which to scale back.
How to Design Support Services that Customers Actually Value Read More »