Oftentimes, we hear organizations emphasizing the importance of customer experience. While the customer experience plays a dominant role for organizations, the employee experience usually gets overlooked.

Excellent customer service is more than just providing quick, accurate responses to customer inquiries. From chatbots to personalized experiences using CRM integrations, there are plenty of ways to take your customer service to the next level.

Customers expect organizations to provide efficient and convenient service whenever they need it, and these expectations only continue to rise.

Good customer service is often thought of as simply responding to questions promptly and accurately, which is a good place to start. But when it comes to providing excellent customer service, there’s more to it than that.

The end-of-year holiday season is often one of the most joyous seasons for celebrating with family and friends. However, it is also one of the busiest and most important seasons of the year for customer service. High volumes of holiday purchases naturally lead to high volumes of inquiries related to availability of products, return and exchange policies, terms of sales, and more. That’s why it’s especially important to make sure your contact center is prepared for the holidays. Read on to learn 7 tips for getting your contact center prepared for the season!

Recreate the Office Environment, Skip the Commute

During our last Slice of ice webinar, we announced that we would be taking a break from the monthly format for our Slice of ice series. While we won’t be hosting a new webinar for the next few months, we still have plenty of resources available on ice and all things contact center! Check them out: