Why good isn’t good enough – and how to get better
More than two-thirds of customers say their standards for the customer experience are higher than ever, according to research from…Click to continue
New Research
Popular New Research Articles
Why customers buy & why they don’t: The latest research reveals …
Companies increase their chances of closing sales by understanding their customers’ buying processes and the major factors that affect buying decisions. But it’s equally important for them to avoid the mistakes that most customers find objectionable.
7 illnesses every contact center agent faces
Contact center work is stressful and can be dangerous to your health. Here are the top seven illnesses found in contact centers and how you can avoid them:
Customers behaving badly: How to handle 4 tough situations
As hard as you work to make experiences great, some customers work harder to make them awful. Here are four real-life situations when customers behaved badly – plus effective tactics to handle them.
6 things customers care about most – and how to deliver on all fronts
Here’s what really matters to today’s customers — and how you can deliver it all.
Are you offering too much customer service? Best way to find out
Most companies feel compelled to be everywhere and everything when it comes to customer service. But there’s a breaking point at which too much service turns bad.
