For operations and technical leaders, crafting a support organization is as much an art as it is a science. Customer service, technical support, customer success, help desk—there are so many terms out ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today. When it comes to innovative workplace design, the customer service industry’s staple, the ...

Companies know it’s not easy or simple to fast-track digital customer service transformation. Now it's time to get out in front. Most digital customer transformation initiatives fail for similar ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...