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It is time for Hotels to start taking advantage of the biggest opportunity in decades to optimize new edgy Hotel Strategies. Experience is the secret juice that makes customer open their tech wallets. Read More

Have you been measuring your "ticket volume by channel"? How about running a "ticket transfer analysis"? Tracking and measuring these fifteen helpdesk metrics will help you better organize, train, and manage your support teams. Read More

How do you exceed customer expectations with every interaction? This infographic explains everything you need to know about customer experience management and your business can enjoy an increased customer retention. Read More

I don't think it's news to anyone that first impressions play a crucial part in how customers and potential customers feel about your business, but maybe it's become so much of a cliche that we've become complacent on checking ourselves. It's easier to make a good impression than to correct a bad i Read More

Every business has some angry, emotional or difficult customers. While talking down an angry, frustrated customer will never be easy, there are proven techniques that make the process more effective, and less frustrating. Here's a good look at 8 of them.



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It is vital that all staff are taught how to handle complaints in a professional manner. Follow this six step method for handling complaints successfully and improve your overall customer service.

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It’s thought that a high-touch approach to customer success does not scale.

Here are the common objections:

* There aren’t enough hours in the day to personally oversee 10,000 users.
* Even if there were enough hours in the day, there aren’t enough of us to do it and still be profitable.
* Read More