Customer Team Resources

The latest discussions and expert advice on shifting from a deflection strategy and automated responses to AI-assisted customer care that enables your team scale the human touch.

The State of QA in Support And What Defines Quality in CX

Whether quality is a metric or a business department—even our panelists have varying opinions—it's important to take the time to define what it means to your organization....

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CXPerts Featuring Michelle Baur

Bill.com's Michelle Baur joins Christina Drum in in a discussion about the future of AI and its impact on CX. Listen to the discussion as they talk about: Michelle's Personal CX experience The Biggest Challenge CX Teams face today What AI looks like for them today and what to expect in the future AI empowering the roles of humans in CX The skills most critical for an AI partnered future And More!...

Loris Reinvents Quality Assurance in Customer Experience with its Latest Release

With visibility into every conversation and automated coaching moments, Loris has reduced time-to-value in agent success and changed the way customer teams will do quality assurance in the future....

Beating the Competition; How QA Can Make You Stand Out.

Pre-COVID, SaaS companies in particular relied on Product-Led Growth approaches. Customer Support was typically seen as a cost center rather than an essential part of retaining customers. Now that customers are more selective with where they spend their money, investing in the quality of your Customer Support team makes all the difference. But how do you know what your team needs to succeed, and how do you find information on what your customers want?...

Conversation Quality: How To Have A Good Conversation

Having a good conversation is a fundamental part of human interaction. It allows us to connect with each other, share ideas, and build relationships. Within the Customer Support world, constructing a good conversation is vital for agents and the company's well-being. But how do you know if a conversation is truly 'good'?...

How Do You Make Decisions?

The average person makes 35,000 decisions per day. From the moment we wake up, we’re faced with endless decisions - big and small - that require our immediate attention. ...

The Future of CX – Conversational Quality

For any organization to grow, they need to secure their base... and the base is built on loyal customers that produce long term value and predictability....