Running a customer support team is getting harder and harder to manage (or, at least, manage well). That's because people are contacting your center from a variety of platforms. Whether it's email, phone, chat support, or some other device, your team needs to be reachable. A failure to do so means missing out on countless customers. If this isn't a priority yet, now is the...

To increase profitability, focus on keeping the customers you have. To track whether you’re retaining existing customers, and increasing profitability, you need to know your customer retention rate. In this article, you’ll learn what a customer retention rate is, how to calculate it (along with other important metrics), and how to improve it with a stellar customer experience....

Contact center support is no longer just a troubleshooting department. It's your opportunity to provide a seamless customer experience and stay competitive in a volatile market. Throughout this article, we'll explore why video communication should be a major part of your overall customer service communication. You'll also learn how to get started with call center optimization....

When customers visit a company's website in 2023, they arrive with a set of expectations: they expect information to be easily accessible and the site easy to use. In this article, you'll learn what digital customer experience looks like and why it’s important. We'll also explore the best tools for improving customer satisfaction and loyalty....