GREATER Practices for Live Chat Support
Live chat support continues to grow in popularity with customers and service providers, but chat has its own nuances and challenges that make it different from other channels. Learn how to to make your chat GREATER than the competition.
Rules for Using Your Customer’s Name
Using customer names is the most simple form of service personalization, but it can go wrong. Here are five simple rules to use customer names effectively.
What Comes Before “The One Number You Need To Grow”
About six months ago, the survey that I’ve been working on for almost two years went live. It’s the first step toward revitalizing our Voice of the Customer program. In the beginning, I recognized that capturing actionable data will be very challenging and essential to gain traction. The old survey had been stagnant for about ...
Tin Cans & String 