For call center executives and managers, the message is clear: evolve your service strategy to meet digital-first expectations or risk losing customer loyalty. This article provides practical guidance on striking a balance between high-tech solutions and the human touch. We'll also explore how customer service teams can coach customers in adopting digital tools, the top 10 considerations when transforming service for digital-first customers, and how the roles of agents and le

Empathy in customer service is no longer just about resolving issues—it’s about (re)building trust and inspiring loyalty. 

This blog compares a few high-profile examples of those who faltered in delivering great customer service with those who succeeded.

Contact Center Quality Assurance Specialist/Analyst job description and key performance measures. Updated for 2025.