Suppose you’re a pilot who’s preparing a flight plan. For the sake of safety and efficiency, you need to understand current weather conditions and how weather patterns are moving and […]

In this eBook, we’ll help you understand the combined power of objective and subjective data and how to blend these two data sources to drive continuous service improvements.

Let’s talk like engineers for a minute. Your VoC data collection program is an engine. It’s designed to drive your company’s success. There’s input (investment) and output (ROI + waste). Your […]

When customer service stories go viral, they’re usually cringeworthy. But here and there, you’ll find a welcome exception. The best customer service moments aren’t as provocative as PR disasters, and […]

At Stella Connect, our mission is to use real-time customer feedback to drive engagement and motivation across front-line teams. The Stella Connect Star of the Week blog series highlights one […]

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 […]

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. The lineup of presenters, the industry topics, the onsite learning opportunities—all are […]

Sending customer feedback surveys after phone, email, or chat interactions is a great way to gather performance insights on your front-line team. Responses from these feedback requests can be used to […]