Deciding which customer feedback solution is right for your business can seem complex. With NPS (Net Promoter Score), CSat and more custom feedback solutions like Stella Connect offering different insights […]

QA

In this post, we speak to UncommonGood’s Director of Customer Service, to learn how they use Stella Connect to measure call center service performance. UncommonGoods is an online marketplace connecting […]

When it comes to measures of brand loyalty, Net Promoter Score (NPS) is king. Many customer-facing companies obsess over their Net Promoter Score, always searching for that magic formula that […]

Improving customer service can be as difficult as solving a complex puzzle. Even with all the right contact center performance management pieces in place—robust call center training programs, regular QA […]

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, […]

Let’s face it, working in contact centers isn’t always easy, and the daily stresses of handling upset customers can take their toll. It’s important to focus on keeping morale high […]

Survey fatigue is a serious condition. And it always begins the same way. First comes the rash of emails asking for feedback about a brand encounter that happened days earlier. […]

Earlier this month, we had the opportunity to host a roundtable session with a cross-section of service leaders at the Customer Response Summit in Las Vegas. The roundtable focused on […]

Contact center attrition is one of the biggest challenges brands face. The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a […]

The experience economy is booming. Last year, people traveling to and within the U.S. spent over $990 billion—roughly $20 billion more than the year prior. If the past is any […]