From new technologies to the current health crisis, call centers have recently undergone tremendous changes and must constantly adapt to the changing needs of customers in order to provide the best…

Nowadays, it is well known that customer service management is as important as the quality of the products and services provided by the brand. A HubSpot study showed that 93% of customers are more…

Since flexibility and agility are vital in a call center environment, here are a few key features for choosing the right call center software.

When the idea of artificial intelligence for customer service was first introduced, many people were skeptical. The idea of chatbots assisting or possibly replacing human agents was exciting, but was…

What do customers really want? As technology changes the ways in which they interact with brands, expectations continue to shift. While many companies are embracing tools such as artificial…

The rise of omnichannel practices has undoubtedly increased pressure on brands to capitalize on every sales opportunity. With customers reaching out on channels as diverse as social media, messaging,…

Customer surveys are a time-tested method for gaining valuable feedback. However, the quality of a survey, as well as its timing, make all the difference. If customers feel inconvenienced or fail to…

Customer data has long been a sensitive issue. Given recent stories in the news about companies mishandling data, it’s no wonder that consumer confidence has been impacted. A Pew Research Center…

Customers want to help themselves. They are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. In a recent survey,…

Comparing the differences in customer service for business-to-consumer (B2C) and business-to-business (B2B) means understanding the scope of each method. Both approaches are designed to accommodate a…

Every company’s success depends on understanding customers’ desires. In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways…