Blog

Discover the surprising research findings on videoconference backgrounds and their impact on customer impressions. Learn why revealing backgrounds are preferred by customers and the implications for service quality and customer engagement. ...

It's time to rethink how you approach in-person versus online environments for your customers. In fact, you might need to reconsider the distinctions between physical and digital spaces altogether. In this article, you’ll learn what makes a customer experience “phygital”, some examples of the strategy in action, and four steps for creating your own....

Maintaining high levels of customer satisfaction is critical to the success of any contact center. But how do you measure and track customer satisfaction effectively? Curious to learn more about the world of DSAT and its crucial role in measuring and improving customer satisfaction in your contact center? Keep reading as we dive into this essential metric and explore strategies for optimizing your DSAT score....

In this article, you’ll learn more about customer needs and why they’re so important to your business. You’ll also learn different types of customer needs and solutions your team can provide to meet them....

In American culture, “The customer is always right” is a common expression. It’s more of a customer service ideology than a fact—because the customer can be definitively wrong. Throughout this article, you’ll learn the origin story of the expression and why it simply doesn’t hold up. You’ll also learn how you can still provide a great customer service experience, even when the customer is wrong....

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....