Posts tagged as “Customer Service”

This guest post has been authored by Kirby Horvitz, Challenger Effortless Experience alumni consultant. Opinions are her own and not the views of her employers

The title of this should probably read along the lines of “Effective Virtual Training: From 0 to 100” due to a year of rapid creation,

Every day I have a front row seat to see the impact our research has across the globe…whether it’s the increased usage of Customer Effort

Once again, Matt Dixon, Chief Product and Research Officer at Tethr (and co-author of our book The Effortless Experience) and Ted McKenna, SVP of Product

Take a second and think about a time when you were trying to make plans with a friend. Let’s say you sent them a text

Quality assurance (QA) has long been considered one of those necessary evils of the contact center world.  The list of reasons why reps have historically

Customer service training has historically been focused on soft skills - teaching reps to be polite, warm and empathetic to customers. But as our research

Ahhh, Black Friday.  A day that historically kicks off the holiday shopping season with massive discounts and corresponding massive crowds.  For our non-US readers who

Last year, I had a bad customer service experience. It was a months-long struggle to receive a refund on a very beautiful and very broken

Work-from-home programs have long been popular in contact center organizations for numerous reasons (employee engagement and business continuity, to name two). As a result, Challenger’s