Research

Learn how to drive high levels of self-service whilst lowering live contact volume. Discover how to prioritize issue resolution over channel choice

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

Effective communications are not easy to achieve. When an organization optimizes costs without sufficient planning, CSS leaders should be alert for the reactions that may make communication even more challenging.

Optimizing costs is a perennial, continuous cross-enterprise effort. Therefore, cost optimization is a critical imperative for any functional leader, but its impact reaches far beyond the limits of any single functional area.

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.