Serious, unusual circumstances like a pandemic tend to shine a spotlight on the call center insights that matter most. That’s because stressful times and uncertain economic conditions can bring out the worst in everyone: customers’ emotions might run Read more...

Digital customer support is new and exciting – bringing a world of possibilities for boosting customer loyalty and lifetime value (LTV). But how do you measure results? Key performance indicators (KPIs) can help prove your success in digital customer Read more...

The word channels once meant something very simple. When I was a kid, it literally referred to the four television channels in existence: ABC, CBS, NBC and, of course, PBS — home of Mister Rogers and Sesame Street. Today, in the business world Read more...