Research

How Customer Service and Support Leaders can improve the customer service experience while reducing live contact volume

What Digital Transformation Means for Customer Service. How to Contain Customers in Self-Service. Interview With Claire O’Neill, Assistant Commissioner, Service Strategy and Assurance at the Australian Taxation Office. Interview With Paul Phau, Self- Service Director at Beachbody. When Things Become Customers.

How to save time and execute with confidence when building your strategic plan. Use this one page template to communicate your strategy with internal business partners.

Get a comprehensive picture of the state of technology across the customer service and support organization.

Access the three top priorities service leaders have identified for 2018.

Learn how to reduce areas of uncertainty in your customer service and support organization.

How the Best Managers Drive Performance · Current and Future Technologies in Service · Customers Win When You Make Reps' Lives Easier · 4 Challenges With the Digital Customer Service Experience

Customer service reps fall into seven distinct profiles, but one profile outperforms all the rest.

"Controller" customer service reps outperform their peers. Use this interview guide to identify these reps among your job candidates.