Customer Lifetime Value is a powerful metric that shifts the focus from short-term transactions to long-term customer relationships.

With many agents returning from a work-from-home environment (where not showering and wearing pajamas wasn't a problem), dress code and pers

This blog explores the skills customer service representatives will need in a future supported by AI, where self-serve is the norm.

What do customers expect (and need) from a customer service organization? This blog uncovers the top priorities for many organizations