Checking In: JetBlue and Gladly Partnership Improves Customer Service
Airline services have been scrambling to improve their customer service strategies and...
Customer Service Blog
Your best source of customer service news, views, resources, and best practices
Amid Messaging Channel Jungle, SMS Stands Alone
Text-based communication plays a growing role in customer service. There are several...
How Social Media is Affecting Brand Perception in the Contact Center
The traditional call center is used as a central hub for consumers...
How to Eliminate Hold Time in Your Call Center
The best way for a call center to stand out as a...
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These 7 Charts Show Why Customer Service Needs to Get Smart about the Smartphone
With the end of the year approaching, the predictions are rolling out!...
3 Charts That Show the Voice Channel is Still King
Given the "multi-channel" future of customer service, you might think that the...
The multi-channel challenge
Multi-channel call centers are getting more and more common. Today’s customer wants...
Live agent chat and its escalation-to-voice problem
As the multi-channel call center gets more and more common, implementations of...