If managing front-line customer service teams were easy, all the major trend lines—morale, performance, and customer satisfaction—would continuously rise. But most contact centers don’t see results like these. It’s not […]

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined […]

TechStyle Fashion Group, a Los Angeles-based online retailer of JustFab, Fabletics, ShoeDazzle, and Fabkids apparel, merges advanced technology with the latest fashion trends to offer a highly personalized, one-of-a-kind shopping […]

Just imagine what you could accomplish if call center attrition were a non-issue. Customer service agents would be careerists, loyal to the brand and enthusiastic about serving customers. As you […]

Employee engagement is one of the biggest drivers of customer service quality and employee retention. Most customer service leaders know it’s important (critical, even) to recognize and reward service excellence. […]

  Kijiji, an eBay-owned company founded in 2005, began as eBay’s answer to Craigslist: a place where local buyers and sellers can connect with ease. Today, Kijiji is Canada’s largest […]

Williams-Sonoma Inc. (WSI) and StellaService have a long and successful partnership. WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and […]

Jet launched in 2015 with a mission to make online shopping more transparent and efficient. In addition to offering the broadest suite of products at the most competitive prices, Jet […]

Some companies are trailblazers at heart. Their ongoing quest for a better way defines their business and drives it forward. RevZilla, a leading seller of motorcycle parts and accessories, fits […]

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Maybe you’ve never measured it. Or you’re not sure how […]