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What does it really take to deliver great customer service?

If you’re aiming to create memorable customer experiences and impress your clientele, your business strategies must be anchored on sound principles. Here are the five myths about customer service that you should immediately avoid. Read More

For sure, you’ve heard about customer journey mapping, but what about agent journey mapping?

The agent’s journey refers to the series of processes or steps that employees go through when delivering customer service or performing other tasks. It’s an area that’s often overlooked when companies as Read More

If you’re not training your newly promoted team leaders, you may just be setting them up to fail.

Staff and project management—which is the primary role of leaders—is a massively challenging task. It’s thus not surprising that many professionals, even those handpicked for this task, underperform Read More

Facebook Messenger wants to become the mobile app for everything. What does this mean for brands?

The idea that Messenger is aiming to transform itself from a messaging mobile app into an all-encompassing platform has been making rounds since 2015. And after the recent F8, Facebook’s annual deve Read More

Today’s contact centers thrive on technology. They can’t operate without Internet connectivity, automation tools, and smart computer programs that let them deploy omnichannel services. Technology, therefore, makes it easier for brands to provide a high-quality customer experience. Unsurprisingly, m Read More

Aside from the obvious (i.e., a large amount of money and time), there are a lot of things that brand owners must sacrifice to create an amazing customer experience.

Designing, creating, and implementing a hassle-free customer journey is a difficult and demanding process. It takes sheer tenacity Read More

Yes, your customers want to solve issues on their own. And that’s why you need to build a knowledge base.

A Nuance report says that around 90% of consumers have used a self-service system to find solutions to their issues. In addition, an estimated 67% of shoppers prefer this over talking to a c Read More

Social media marketing campaigns take time to plan and execute. Nowadays, they aren’t just about expanding your reach or announcing a new product or promo. To create more meaningful customer relationships, you must ensure that your marketing messages convey your brand’s personality accurately. Read More

Every now and then, we’re seeing new customer service trends that are shaped largely by technological innovations. How well is your call center adapting to these changes? Read More

Businesses are always talking about adding value to the customer experience. But what does “added value” really mean for customers?

The idea that brands should add value to their customers’ purchases and transactions is a popular one. It’s probably one of the most commonly talked about strategie Read More