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 […]

Your best customer service agents are the people you want representing your brand. They resolve most issues on first contact, and they set a great example for new and struggling […]

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 […]

Contact center attrition is an expensive problem for customer service leaders. The cost to hire and onboard a new agent can be upwards of $15,000, and there is always a […]

When a customer service agent has an outstanding interaction with a customer, something powerful happens. Sparks begin to fly. Those sparks deepen the customer’s connection with the brand, and they […]

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 […]

Recently, I stumbled upon a terrific article in the Harvard Business Review, “Kick-Ass Customer Service.” (The title alone makes the article a must read.) In it, the authors do two […]

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 […]

It’s time for brands to come to terms with the truth: what kept them afloat a decade ago threatens to sink them today. From operations to training to managing the […]

Voice of The Customer (VoC) Data: Are You Making the Most of Your Investment? Many brands invest a lot of time, money, and energy designing and executing a VoC data […]