Customer Experience Blog


Equip Your Team for Holiday Tech Support

November 24, 2015

The countdown has begun. Halloween is a distant memory and Christmas decorations—not to mention commercials—are out in force. It’s nearly impossible to predict every contingency that will come with the holiday buying season.
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Customer Service Training That Targets How We Learn

November 19, 2015

As early as 334 B.C., Aristotle recognized that children had differing strengths and talents when it came to learning new material. Today, we understand that adults are much the same.
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Multi-Channel vs. Omni-Channel—Know the Difference!

November 17, 2015

Marketers and customer experience professionals are no strangers to the term “omni-channel.” This concept has been talked and written about—ad nauseam, some would say—for the past few years. Interestingly enough, what we’re finding in conversation with organizations is that there is still some confusion about what “omni-channel” actually means.
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Hiring Practices for Customer Support - 3 Personality Traits to Look For

November 09, 2015

Customer success begins with employee success. Employee success begins with hiring success. Hiring success begins with knowing the right skills and qualities to look for in customer-facing employees.
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Proactive Customer Care: Grease the Wheel Before It Squeaks!

November 03, 2015

Proactive customer service can take many forms, but it benefits business in specific ways. It can reduce the amount of direct or negative customer contact a business receives. It can diminish ill will and help mitigate the annoyances customers feel when things don’t go as expected.
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