What happens when startup companies make customer service part of their cultural DNA? They grow fast, disrupt the status quo, and put establishment brands on notice. We’re seeing this happen […]

Learn How FabFitFun Measures Support Success in this chat with Caitlin Logan, Director of Customer Experience at FabFitFun

For growing companies with ambitious customer service goals and limited resources, call center staffing can be tricky. What’s the magic number of call center agents you need for a team just […]

Everything But The House (EBTH) is so popular now that when you sign up to be a bidder, your account number will have 11 digits. Marc Broering, Customer Service Manager […]

Last month, at the National Retail Federation’s Big Show 2017, we partnered with lululemon’s Guest Education Centre director Dave Pitsch to present “Lessons Learned from 2016 Holiday Shopping.” As Dave […]

If you caught Seth Godin’s recent post “Four ways to improve customer service,” maybe you reacted the way we did (“AMEN!”). Seth’s “four ways” really are the pillars upon which […]

Scaling a customer service team isn’t easy, let alone for fast-growing startups. For brands such as Birchbox and Warby Parker, which were born to compete on the basis of service, […]

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet” and contact center sales and profitability were not on the radar. Like so many […]