Dec
01

12/01/2023       By: Michael Kansky

Waiting is a common frustration, whether in a line or at a doctor’s office. No one wants to waste time. To keep customers happy, businesses need smart ways to reduce waiting time. In this article, ...

Nov
21

11/21/2023       By: Natalya Bucuy

As Artificial Intelligence (AI) enters various facets of life, it is crucial to be aware of the potential risks that come with this powerful technology. AI security risks pose significant challenges a...

Nov
15

11/15/2023       By: Michael Kansky

In the fast-paced world of customer service, contact centers are constantly seeking ways to improve efficiency and streamline operations. One important metric that can help in this endeavor is the ca...

Nov
02

11/02/2023       By: Michael Kansky

With live chat gaining favor as one of consumer’s favorite communication channels, it’s important to maintain customer trust. When it comes to handling sensitive data like Protected Health Inform...

Oct
23

10/23/2023       By: Natalya Bucuy

Mistakes happen. Agent mistakes in customer service can have a significant impact on both the business and its reputation. Agents may unintentionally provide incorrect information, misunderstand custo...

Sep
01

09/01/2023       By: Michael Kansky

In this article, we’ll explain all key customer service outsourcing statistics you’ll need to know to make an informed decision on whether to outsource your organization’s customer service ...

Aug
03

08/03/2023       By: Natalya Bucuy

Table Of Contents How to Benchmark Customer ServiceWhy is customer service benchmarking important?Customer Service Benchmarks to Track 1. Re...

Jul
27

07/27/2023       By: Brandon Stillwell

Deciding whether to adopt a chatbot as part of your customer service plan can be intimidating. Will customers use it? Will the quality of my customer service suffer? What about operational cost savin...

Jul
20

07/20/2023       By: Natalya Bucuy

Let’s be honest, if we created a list of the “X Best Help Desk Software,” whatever we put on the list would be biased, unfit for the specific needs of business leaders, or both. And so instead, ...

Jun
23

06/23/2023       By: Brandon Stillwell

Is there anything more frustrating than waiting on hold? Delayed customer service is a headache for both customers and service representatives alike. The longer it takes for a customer to receive serv...