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Customer service is undergoing a profound shift, and the way leaders support, guide, and enable their workforce to change with it.

There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. It’s not quite as simple as that, but as a generalization it’s not too far off. Employees are the driving factor behind customer satisfaction. Employee interactions set the tone for a positive or negative customer experience. When employees aren’t happy at work, their interactions with customers can, and almost always will, suffer. Over the course of time, this can have serious repercussions for a business.

As we celebrate Customer Service Appreciation Week, one thing is clear: technology can enhance the work, but it’s people who give it meaning.

In a seamless contact center, your supervisors are the key to everything. Supervisors show up there every day to support their teams – to manage, coach, guide, motivate, and when necessary, steer through chaos.

If you manage a call center or are responsible for delivering customer services, you undoubtedly have noticed a shift away from simply providing good customer service and a new-found focus for creating great customer experiences. Well, its not so much of a shift as it is a realization that customer service is a major component of, and driver for, customer experience.

I’ve ditched a company due to bad customer service before… have you? If so, you and I reflect the 8 in 10 consumers that are willing to switch companies due to poor customer service. We, like most consumers, have come to expect high quality interactions at each company touchpoint. That’s why it’s critical that contact centers have solid quality programs bolstered by a…

We’ve always maintained a customer-centric approach to developing our software. That’s why we’re spearheading the use of live chat for digital customer service. We’ve listened to what our customers want, and it couldn’t be clearer: live chat will make customers happier and more engaged, leading to higher revenues and long-term loyalty. Simply put, live chat is indispensable for customer…