Customer expectations
Latest stories
Article
14 min read
8 customer service standards to meet: A checklist
Set customer service standards and regularly refine them to delight your audience and boost brand loyalty.
White Paper
1 min read
Employee experience: How consumer expectations are shaping the workplace
The ubiquity of apps and service across many channels—phone and email, but also chat and platforms…
Article
2 min read
Customer pain points: How to identify and resolve (+ examples)
You’ve likely come across pain points in your life—road work causing a traffic jam or a…
White Paper
1 min read
Quantifying the business impact of customer service in Singapore
Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…
Article
5 min read
13 strategies for becoming a customer-driven company
Most business leaders understand that focusing on customer needs plays a key role in whether a…
Article
1 min read
The Multi-Channel Customer Care Report
Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.…
Article
7 min read
What is first contact resolution (FCR)? Benefits + best practices
When used judiciously, first contact resolution (FCR) can help increase agent efficiency and drive improvements in the customer experience.
Article
1 min read
Bright Ideas: HR Customer Stories
The modern workplace is rapidly transforming–shaped by Millennials, it’s becoming a culture of connectivity and new…
Infographic
1 min read
Manners around the world
Being polite and having good manners might seem easy: When someone does something nice, you say…
Infographic
1 min read
Better service through self-service
Think about when your customers need help the most. Waiting in line? Watching TV? Cooking dinner?…
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