Posts tagged as “Customer Service”

In Gartner’s recent 2021 Customer Service Rep Role and Experience Survey, data shows that only one in three reps are actually engaged; the remaining reps

There likely is not a contact center in the world that isn’t focused on improving the customer experience at this very moment.  There are, of

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

A few weeks ago, I attended a webinar jointly held by CCW and Vonage titled Checklist For Success: 7 Crucial Considerations For Today's Contact Center

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

The Effortless Experience™ team here at Challenger often hears from senior leaders within customer service organizations that they want to develop their reps’ soft skills