Get ready to write! Customers will increasingly type, not call, in the coming years.
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What’s keeping customer service leaders awake at night
Customer service leaders lose sleep at night because of challenges at work every day. But here’s what’s keeping them up most.
Is the phone a relic in customer service?
Do you really need the phone — and people to answer it — to help customers today? New research reveals what customers prefer when they need answers.
What fast answers online mean to the bottom line
If your contact center can’t answer customers’ questions through online channels quickly, you may be losing more sales than you imagined.
Why chat fails – and what you can do to avoid it
Online chat has turned into a serious contact center function. But customers aren’t as pleased with it as the other channels. Here’s why:
