By Jerry Leisure, Co-Founder & CEO, and Nate Brown, Chief Experience Officer The work of the customer experience leader is infinitely complex. We must be capable of telling compelling stories through a combination of the empirical and the theoretical, be fluent in the language of every organizational function, and be masters of change management Read more>>>

5 Ways COVID-19 Shifted Customer Expectations You’ve probably heard industry experts talk about how customers expected more from contact center representatives during the COVID-19 pandemic, and how many of those changes are here to stay. We’ve heard that, too. But what exactly do they mean? After all, customers always have had high expectations Read more>>>

Finding the New Normal | Moving to the Cloud Over the past several weeks we’ve been hearing from a lot of you about the challenges that you’re facing due to COVID-19, especially as it relates to things like maintaining business continuity, having to rapidly deploy and manage a remote workforce, maybe adding new capabilities to address new problems, Read more>>>

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 high while their patience hits an all-time low, and agents might forget or forego some of their training Read more>>>

by: Brad Birnbaum, CEO, Kustomer July 8, 2020 (click the thumbnail above to play video) Here at Kustomer we are constantly looking for new ways to make our customers’ jobs easier, building solutions and partnerships that optimize and personalize the customer experience. That’s why this partnership with Shopify Plus is so exciting for us. Read more>>>

by: Andrea Paul, Content Marketing Manager June 3, 2020 Until now, the omnichannel, cloud-based, 360-degree customer view-enabled contact center was mostly a pipe dream, touted by technology vendors and thought leaders, with a majority of businesses falling short of this gold standard. Most customers still expect to fight their way through Read more>>>

by: DeAnna Kerley, Customer Success Manager June 1, 2020 Data is powerful, perhaps more than many of us realize. It contains nearly infinite applications. Yet while its limitless possibilities are seductive, they also provide ample opportunities to get lost in the weeds. One of the most useful applications of data in the support world Read more>>>

Contact centers today are comprised of an intricate web of platforms and systems—from customer support platforms, to order management systems, to loyalty program software—all of which are necessary to provide customers with great service. But while they serve a necessary function, they can still create a lot of unnecessary complexity and inefficiencies Read more>>>

With COVID-19 present in most countries and territories globally, industries of all kinds are facing a strange new world when it comes to talking to their customers. Maintaining business continuity while demonstrating awareness of the current crisis situation is a delicate balancing act. It may not be "business as usual," but your customers still Read more>>>

Contact centers today face increasing pressure to do a lot with limited resources. At Gladly, we’ve been thinking about how to help contact center leaders negotiate this tricky balance, culminating in this three-part series of posts on maximizing efficiency in your contact centers. If you missed part one , we tackled the idea of turning your Read more>>>