Beyond the chime of festive bells and the melodies of carols, the tune of the holidays reverberates with sales pitches and “buy now, pay later” deals. In 2023, consumers jammed to this music earlier than expected. Let’s dive into some of these key insights and learn a better way to prepare for...
Today’s brands face the challenge of balancing growth with limited resources. How can teams scale operations without inflating costs and maintain personalized customer experiences ? In a recent panel at Gladly Connect Live 2024 on “Doing More With Less,” CX leaders from Crate &...
AI has become an integral part of the modern business landscape, with some brands already leveraging its power to transform their operations. In a recent Gladly Connect Live 2024 panel , CX leaders from three brands — Rothy’s , Breeze Airways , and BSN Sports — discuss their...
Whether it’s semi-annually, annually, or even after several years, software contract renewals are a crucial moment for technology buyers at every company. From picking CMS infrastructure to choosing customer service software, these third-party solutions play an integral role in an ecommerce...
Your customer service agents are the backbone of your business and the front line of your brand — the main drivers of customer satisfaction, loyalty, and overall experience. Agent influence on customer satisfaction is the reason consumers consider customer service a key factor of their brand...
The way your business adapts to change is how you are (or aren’t) remembered down the line. And one such way to successfully withstand change is through the resilience of your team. Understanding how to build team resilience is a lesson many businesses faced during the COVID-19 pandemic — and it...
As your business grows, your needs will shift to match both your customers’ evolving expectations as well as those of your agents . Not having the right customer service infrastructure in place can be detrimental, which makes understanding your customer experience maturity vital to your...
Like any workplace, support centers lose employees every now and then, whether they find another job or move up in the company. Unfortunately, customer service attrition goes beyond those reasons — a report from Cresta Insights shows that contact center attrition is 1.3x the national...
Remember the old saying, "Nobody ever got fired for choosing IBM"? Truer words were never spoken, especially in the call center outsourcing industry where the age-old debate of big vs. small vendor is a mainstay conversation. The topic of vendor size always sparks lively discourse and sharing...
Selecting the perfect customer support solution is a major undertaking, requiring CX leaders to carefully research and audit all available options. Topping many lists of favorite support platforms are Gladly and Genesys, two innovative options for companies of all sizes. But which one is a...
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