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AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrick’s groundbreaking + Read More

“Free” is one of the most powerful sales words of all times. From our attraction to free shipping to our draw to Buy + Read More

High employee turnover is a problem many executives face – and an expensive one too. It costs 21% of an employee’s salary to + Read More

If you’re a B2B marketer, it’s basically impossible to have a serious conversation about your business without talking about Account Based Marketing (ABM). + Read More

The use of chat in serving customers is snowballing, and there is quite a bit of evidence around to understand why. Chat in + Read More

Introduction In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials + Read More

Much has been studied, discussed and debated about keeping customers satisfied and loyal to your brand. In the past, people believed that providing + Read More

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to + Read More

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. This is something we’ve always believed to be true + Read More

While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the + Read More

If you own or manage a contact center or deal with customers at all, then you should give serious thought to attending this + Read More

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the + Read More

Email has been around for decades, but despite being a seasoned communication channel, it’s not losing popularity. It’s still widely cited by customers + Read More

Perhaps you’re like me, and you hunt up and down the aisles of the local hardware store looking for that elusive part. You + Read More

Most consumers have noticed: there’s a huge gap in capabilities in the chatbot industry. While one chatbot may be able to book you + Read More

Introduction Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t + Read More

Does customer delight lead to customer loyalty? Many managers would say yes – the concept of delighting customers to cement loyalty has been + Read More

One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or + Read More