Business leaders and support technicians across industries are tasked with enhancing the customer experience at every touchpoint. But this is easier said than done. This article from Harvard Business Review emphasizes the importance of quality interactions pre- and post-sale, and sheds light on the big picture: the customer’s end-to-end journey. The problem: though many organizations ...

For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely ...

Customer service has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management task that can in many ways set a company apart from the competition. At the same time, the channels by which customers receive support are growing and fragmenting very rapidly. The telephone is still the ...