Ian Miller

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Creating a roadmap ensures that every decision is focused..

Quiet quitting has become a hot topic in the workplace over the last few years, and for good reason. According to a survey by Gallup, at least 50% of the U.S. workforce are considered quiet quitters (or even higher)..

When a customer experiences a service failure, you’d assume their trust in the brand takes a hit. But what if the right response could not only fix the situation but actually make them more loyal than before?

While traditional feedback forms and online surveys are effective, they often miss capturing the sentiment of customers while their experience is still fresh. That’s where feedback kiosks step in..

Tech-human hybrid contact centers—a revolutionary blend of artificial intelligence and human expertise is redefining the way companies interact with their customers. Here we examine the mechanisms..

When it’s time to hire and train your first customer support representative (CSR), the process might feel overwhelming. But with the right approach, you can set them—and your business—up for success..

From Baby Boomers to Gen Z, each generation has unique expectations, communication styles, and preferences when it comes to customer service. Businesses need to adapt to cater to these diverse needs..

Companies vested in customer success turn to education as a way to engage their audience. By sharing their expertise, they empower customers to make the most of their purchase and maximize their results..

Empathy is more than a theory—many companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers’ shoes, these brands have built trust and loyalty..

Measuring empathy might sound tricky—after all, how do you quantify something so emotional? But there are effective ways to assess its impact. By using customer feedback and tracking specific metrics..

For customer service professionals, saying “no” isn’t always easy. After all, we’ve been conditioned to prioritize the customer’s needs. The reality is, there are situations where you have no choice..

When was the last time you felt truly heard in a conversation? That moment of connection isn’t just nice—it’s powerful. In customer support, empathy works the same way. It’s not just about solving issues..

Artificial Intelligence is evolving, and Agentic AI is its next major leap. Unlike past versions of AI, which followed predefined instructions, Agentic AI takes initiative. It thinks, plans, and acts independently to achieve goals..

For contact center managers, the challenge lies in designing an environment that promotes employee satisfaction, reduces turnover, and enhances productivity—all while improving customer interactions..

Reporting lines can have a massive impact on the effectiveness of your CX strategy. Should they sit under marketing? Operations? Or perhaps under the CEO’s leadership? Here, we explore the options..

According to a survey by Accenture, 25% of patients have switched healthcare providers due to poor customer service. It is therefore become crucial for healthcare providers to prioritize patient satisfaction..

Understanding how to prevent and manage eye strain is crucial for both well-being and performance. Here are practical strategies for contact center professionals to protect their eyes during long shifts..