customer experience technology

Celebrate Customer Service Week 2017 with This Easy Plan

We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills.

KPI Alphabet Soup: The Most Important Customer Service Performance Metric

People who work in Customer Operations know of the “Alphabet Soup” of customer service performance metrics. In one expert's opinion, there's really only one that counts.

Tactics that Kill Customer Relationships

While many companies like to combine stellar customer service with a subtle up-sell to grow their sales, there's a fine line between an up-sell and a turn-off. Here's a great example of what not to do.