Research and trends
Get expert insights based on our deep industry knowledge.
White Paper
5 min read
The Customer Service and Social Media Revolution
Customer service organizations face increasing amounts of pressure to deliver better service over a broader range…
Article
3 min read
The holiday satisfaction slump: keeping holiday customers happy
Holidays are hard on customer satisfaction. Last year, you might have noticed a slump in your…
Article
2 min read
Improvements in search for more intelligent self-service
Recent studies tell us that more and more customers prefer self-service over contacting a support agent;…
Article
1 min read
Infographic: best in practice
Your reputation for providing quality customer service matters. In fact, as our latest infographic illustrates, the…
Article
1 min read
S*** Support Agents Say
We know, we know: the S**** People Say meme is on its last leg. Who can…
Article
3 min read
Don't Keep Your Customers Waiting
Nothing says DISRESPECT quite like forcing someone else to wait. And yet, that is exactly what…
Article
4 min read
Social studies: A business-to-consumer social media report card
When the Internet entered the mainstream, life became a lot more challenging for traditional retailers. The…
Article
3 min read
Costco's ridiculously liberal return policy
When you read Costco’s return policy, it’s pretty extraordinary. For instance, check out the rules governing…
Subscribe to the blog
The best source of information for customer service, sales tips, guides, and industry best practices. Join us.