20 Most Popular Live Chat Software Report Methodology

Published April 23, 2019 by Kelsey Dornfeld

Top 20 reports are updated annually. This report was updated 4/23/2019. Netflix entertains us with on-demand TV at the click of a button. Amazon sends us almost anything we can think of with same-day shipping. We’ve... Continue Reading

Customer Experience News Archive

Published January 1, 2019 by Capterra

Looking for current news? CLICK HERE Week of Nov. 12, 2019 Facial recognition tech in Singaporean hotels boosts employee productivity, Software AG and Adobe join forces, and more customer experience news. Cisco announces new partner opportunities... Continue Reading

Top 20 Most Affordable Help Desk Software Report Methodology

Published October 4, 2018 by Liann Mosier

Top 20 reports are updated annually. This report was updated on 10/4/2018. We can’t work without technology, but that doesn’t mean technology always works for us. When we need help, we contact a help desk. But... Continue Reading

Top 20 Most User-Friendly Help Desk Software Report Methodology

Published October 4, 2018 by Liann Mosier

Top 20 reports are updated annually. This report was updated on 10/4/2018. Is your in-house help desk team stretched thin? Are the countless emails and requests to fix the printer causing headache after headache? If so,... Continue Reading

Top 20 Most Popular Help Desk Software Report Methodology

Published October 4, 2018 by Kelsey Dornfeld

Top 20 reports are updated annually. This report was updated on 10/4/18. Today we launched the latest infographic in our Top 20 series, the “Top 20 Most Popular Help Desk Software.” If you are searching for... Continue Reading

Building a Customer Service Culture: Tips From Pros Who’ve Done It

Published July 31, 2018 by Cathy Reisenwitz

Customer service, according to Shep Hyken, is not a department. Hyken is a customer service and experience expert and is behind one of our 21 can’t-miss customer service Twitter accounts. Customer service “is not found in... Continue Reading

3 Call Center Trends You Can’t Afford to Sleep On

Published June 15, 2018 by Cathy Reisenwitz

“Trend” can have a positive or negative connotation. Some trends are fads, like blazers with massive shoulder pads or cell phone belt clips. On the other hand, trends can be lasting landscape changes. Some trends—that supercomputer... Continue Reading

3 Great Call Center Apps to Help You Manage Operations on the Go

Published June 4, 2018 by Cathy Reisenwitz

Running a call center is no easy task. Between keeping operational costs low, hiring and retaining star reps, and hitting your KPI goals, you need all the help you can get. Of course, you use call... Continue Reading

3 Feature-Rich, Affordable VICIdial Alternatives for Call Center Success

Published May 18, 2018 by Cathy Reisenwitz

These days, call centers heavily rely on call center software, which reduces cumbersome, manual tasks associated with placing and receiving customer service and sales calls. By automating tasks like call routing, queue management, and reporting, these... Continue Reading

How to Choose the Right Support Channels for Your Business

Published May 14, 2018 by Mathew Patterson

Unless you’re Santa Claus, you can’t be everywhere at once (and even he can do it only once per year). So when you’re deciding where and how to support your small business customers, you have some... Continue Reading