Guided CX Insights

Track trends, get tips, and explore new ideas in Guided CX.

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Using Context in SaaS for Better Customer Service

This guest post was written by Rina Henderson, a seasoned UX Designer and Developer at CodeScience.

Customer Service

Customer Service is Everyone’s Job

It’s time to stop looking at customer service as a position that touches the contact center alone. A true customer service oriented organization recognizes that all employees need to incorporate the customer viewpoint into their jobs.


Keeping the Human in Customer Service

This guest post is written by Al Hopper – marketing, customer service, and social media expert, named as one of the Top 100 Most Social Customer Service Pros on Twitter in 2013 in the Huffington Post and a Top 50 Contact Center Thought Leader in 2014 by ICMI.


Bring Sunshine to Your Customers Through Great Customer Service

When the sun is shining, it’s hard to stay upset. Except if a new purchase isn’t working the way it’s supposed to. Or if software is experiencing a glitch. Or if customers don’t understand how to use the new solution they spent all that money on. Or if your customers have billing questions. That’s when you need to up your customer service game.


3 Words Good Customer Service Agents Never Say

This guest post was written by Elise Keith, co-founder of Lucid Meetings, a complete online system for running business meetings with your team and clients.


Why is the Service in Customer Service Failing?

There’s no denying that customer service can play a huge role in differentiating online businesses. Even with all the self-service options available, Forrester has discovered that 45% of buyers require person-to-person contact.

Customer Service

Happy Contact Center Agents Equal Happy Customers

Ignore your contact center agents at your peril. Taking care of customer service agents is expensive. However, not taking care of them costs far more.

KPI Faceoff: Average Handle Time vs First Call Resolution

According to a recent survey, 78% of customer service professionals are tracking at least one performance metric at work. But are they tracking the right metrics?


4 Easy Ways Visual Engagement Improves Customer Communication

Visual engagement is a critical set of tools, especially for online businesses that sell complex offerings.