The Gap Between “Interested” and “Converted” Explained
The difference between people who are interested and those who convert is generally not caused by a single major setback; it results from several minor failures combined.
For-profits
The Mid-Year Check-In: Evaluating Metrics
Halfway through the year is a valuable time to pause, review performance, and course correct before small issues become year-end problems. For nonprofits, associations, and membership organizations, this mid-year window…
Optimizing Operational Readiness: Enhance Your Contact Center Before Vacation
As summer approaches, out-of-office messages are being prepared, schedules are being cleared and contact center managers may find themselves grappling with the impending challenge of stepping away from their roles….
CX Metrics That Predict Business Outcomes
Most organizations track customer experience metrics because they are supposed to. Net Promoter Score gets included in a quarterly deck. CSAT scores appear in an agent performance report. Customer Effort…
Predict Customer Needs Before They Call
As customer expectations rise, reactive customer support models are no longer an option. In 2026, organizations are investing in predictive customer experience strategies that can help to anticipate issues before customers reach out. By leveraging behavioral data, operational insights, and intelligent communication systems, businesses can reduce inbound volume, improve trust, and strengthen retention. This blog explores how to predict customer needs before they call and why proactive CX is becoming a competitive advantage.
CEOs, Set Your Team Up for Success Now
The busy season is fast approaching, which means that your customer service lines are about to light up. Whether you’re a non-profit staring down giving season or a company selling…
Why Retailers Who Ignore AI Will Be Left Behind
AI can’t solve every retail problem, but it can solve many of them. When unleashed on your company and customer support data, it can offer real-time, personalized, strategic support that…
Why Consumer Electronics Companies Need a Call Center
The consumer electronics sector is projected to bring in $537B in 2025 – up 3.2% YoY. According to the American Customer Satisfaction Index, customer satisfaction in the sector lags in…
Why 24-7 Customer Support Matters in Hospitality
Your brand’s reputation is only as good as its customer satisfaction – and in hospitality, satisfaction is everything. Every question, request, or grievance must be solved promptly and smoothly, ensuring…
Is Your System Working? Audit Your Company
Customer experience is everything. A consistent, frictionless experience reduces inbound calls, nurtures loyalty, and encourages repeat shopping. If you’re not sure whether you’re delivering on customer expectations – and if…
