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Knowledge bases. Yeah, I hear ya. It’s not the most exciting part of your business, is it? People don’t rave about knowledge bases on Twitter, or center their purchasing decisions on how good your FAQ is, but don’t make the mistake that other businesses do Read More

When you think of customer satisfaction, do you think about quality management? Do you have a process in place to assure customer satisfaction? Here are 7 steps to creating the process. Your first step is to identify your organizational goals. If you have them, when did you review them last? Read More

There is an opportunity cost for every hour consumed by tedious tasks. Outsourcing allows you to spend time on more involved tasks in-house. Read More

Especially for a startup or small business enterprise, happiness really can be the critical difference that makes the pursuit pay off, and builds a brand name with staying power. Here are six real-world tips focusing on both employees and customers to help you put happiness to work. Read More

These technological innovations will not only change the way agents take calls and the way contact centers measure success, they will ultimately have a profound effect on the customer experience. Read More

There is nothing more important for a contact center or any business than providing good quality service. Answer the questions for the skills that needs evaluation for customer service. Read More

From musicians acting like Jesus to dissatisfied customers; Last week was an entertaining week for the Customer Service industry. It helps too when Kanye West stirs up another controversy to up the fun and novelty. Here’s the juice on last week’s #custserv round-up. Read More

Through the years, business analysts have studied and formulated ways to correctly measure customer satisfaction, growth, and loyalty. Some of the usual ways by which these are measured are the Net Promoter Score and the Customer Satisfaction Survey. Which one should you use for your business? Read More

One of the most important activities your Customer Success Managers (CSMs) will perform is the Quarterly Business Review (QBR). QBRs are sometimes known by different names – Business Reviews or Executive Business Reviews – but no matter what they’re called, they’re incredibly important and the agen Read More