5 min read

Is it Time to Bid Farewell to the Email Customer Service Channel?

Is it time to retire email as a customer service channel? The emergence of chat and generative AI innovations promises a seismic impact...

5 min read

Mastering Silence: Strategies for Managing Dead Air in Call Centers

Dead air refers to moments of silence or extended pauses during a conversation between a customer and an agent. How to manage dead air?

7 min read

Measure What Matters: Customer Service Targets + KPIs

Many organizations are (rightfully) recognizing customer service as a key differentiator. What KPIs matter most?

6 min read

Understanding Customer Lifetime Value and the Role of Customer Service

Customer Lifetime Value is a powerful metric that shifts the focus from short-term transactions to long-term customer relationships.