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Digital-First Customer Service: A Guide for Call Center Leaders
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
21 min read


Empathy in Customer Service: Why It Matters More Than Ever
Empathy in customer service is no longer just about resolving issues—it’s about (re)building trust and inspiring loyalty.Â
6 min read


Companies with the Worst + Best Customer Service in 2024: Lessons Learned
This blog compares a few high-profile examples of those who faltered in delivering great customer service with those who succeeded.
5 min read


Contact Center Quality Assurance Job Description + KPIs
Contact Center Quality Assurance Specialist/Analyst job description and key performance measures. Updated for 2025.
3 min read
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