Asking the right questions is one step toward ensuring you make the right hires. Call centers suffer from high employee turnover rates. The mean annual attrition rate for U.S. contact centers was 31% in 2018, and those... Continue Reading
Customer experience and customer service are related but distinct fields. Learn about their similarities and differences to improve both at your business. Imagine you’re browsing through online reviews of a restaurant. Chances are that many, if not... Continue Reading
Customer experience professionals can’t solve customer problems without knowing what they are. All businesses like to imagine their customers are having pain-free experiences. But sadly, that’s not the reality. About half (45%) of U.S. customers say they had... Continue Reading
Customers love live chat. Meet their needs with free software. Live chat software is in demand. Don’t believe me? We’ve got the stats to back it up. In the past year, 36% of U.S. shoppers used live chat... Continue Reading
The age old advice to “under promise and over deliver” is flawed. Deliver on what actually matters to your customers. Business leaders have heard for years that they should under promise and over deliver, or exceed expectations.... Continue Reading
What makes good online and in-store customer experiences? Here’s what your customers think. A majority of U.S. customers now prefer to shop online, according to a recent Capterra survey. Overall, 60% of U.S. customers who completed an online... Continue Reading
As service engagement channels proliferate, you need to know where your customers are and where they want to be. Our survey asked them. In the past year, how have your customers engaged with customer service, either yours... Continue Reading
The only thing harder than working in a call center is managing one. Insanely high standards cause stress, and can lead to massive turnover rates. Sometimes it even seems like you’re being set up to fail, like... Continue Reading
What makes a good customer experience? What makes a bad one? The results of our customer experience survey let you learn from the customers themselves. I’ve got good news and bad news for customer experience (CX) professionals. The... Continue Reading
“There’s only one thing I value in this world, Stephen, and that’s loyalty. And without it, you are nothing.” -Philip Seymour Hoffman in “The Ides of March” In the world of internet marketing, customer loyalty is just as... Continue Reading
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