Text or talk? Voice conversations are still critical, but data shows that the former is becoming a bigger part of customer service interactions. This trend is driven partly by consumer preferences and partly by companies striving to lower…
Read More...

Let your ticket heroes and chat champions do what they do finest, when you work to establish a candidate who will develop into the function and prioritize shifting the crew ahead.Your assist crew is busy and getting busier. Even with a…
Read More...

What is the danger of asking customers what they want? There’s an old episode of The Simpsons where Homer discovers he has a half-brother named Herb Powell. Herb is the CEO of a car company called Powell Motors, and he’s frustrated by his…
Read More...

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. Not only is uncovering what your customers truly want…
Read More...

Think of a time when you experienced truly excellent service. It may take you a few minutes I don’t mind waiting. Got it? Now compare that to a time when the service you received was just acceptable, but nothing special. Which organization…
Read More...

Big question: How should text-based communication work alongside voice for customer service? In the dark ages, the only answer to this was email, in its own silo, and a call center, in its own silo. Then real-time chat came along. And then…
Read More...

The experimental group spent less time on the puzzles after they had previously been paid while the control group spent more time. This shows the motivation to play with puzzles decreased after an incentive was introduced, but increased…
Read More...

You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing…
Read More...

Step 2: Pick a Setting The setting for a scene can have a tremendous influence on its authenticity. Here I start with a few general ideas and then share them with my producer at LinkedIn Learning. The producer works with the production…
Read More...

It can be overwhelming to sit down and start thinking about all of the things that you need to do to sort out the growth of your support team in the new year.If you’re growing your number of customers or orders in the next year, you’ll…
Read More...