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Sometimes we do our best thinking between the lines.

There’s nothing quite like a good read—so we’ve wrapped up our favorite insights and discoveries into essential resources for customer service visionaries.

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Featured Spotlight
Featured Spotlight

2021 Customer Expectations Report

From consumer expectations to current digital and ecommerce trends, discover new data to help you make customers feel more connected to your online brand.

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Reports and Benchmarks

reports

Graduate to Gladly

Unlocking the True Power of Your Service Heroes

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reports

45 Ecommerce Stats for Accelerated Digital Transformation

The stats you need to know to grow your business in 2021

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reports

Service Is The New Storefront

When we say “service is the new storefront” we mean it quite literally.

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reports

Vision 2021: A Trends Report by Future Commerce

10 Trends that will Shape the Future of Commerce.

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reports

45 Ecommerce Stats for Accelerated Digital Transformation

45 Ecommerce stats you need to know to grow your business in 2021.

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reports

The New DIY: Retail Opportunity in the Passion Economy

Create generational customer loyalty for your retail brand today.

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reports

2020 CX Efficiency Trends Report

Find out what's driving, and impeding, efficiency in your contact center today.

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reports

State of the Contact Center

See how your contact center compares to your peers. Don't miss out on our latest report.

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reports

The Retail Rebirth: Driving More Revenue in the Retail Economy

Discover what's on the horizon for the next retail revolution.

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reports

2020 Customer Expectations Report: Travel and Hospitality

What customers expect from the Travel & Hospitality industry.

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reports

2020 Customer Expectations Report: Experiences That Drive Revenue

Turn your contact center from a cost center into a revenue and loyalty generator.

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reports

2020 Customer Expectations Report: Fast and Personal Service

Customers expectations for fast and personal service. And how to deliver both.

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reports

2020 Customer Expectations Report: Channel Use & Preferences

Consumers expect you to talk with them wherever they are.

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reports

Streamlining Your Contact Center

See how a retail brand gained over 30% in savings by consolidating their platforms.

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reports

From Tickets to Customers

See how JOANN sliced their backlog by 95% in just one month—and without adding headcount.

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reports

Empower your agents to sell

See how a retail brand turned their agents into revenue generators with Gladly.

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reports

2020 Customer Expectations Report

Get the latest trends and insights from customers about customer service.

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reports

2020 Vision Report

Featuring original research from Future Commerce, Vision 2020: The State of Retail.

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reports

25 Customer Service Benchmarks You Need to Grow Your Business

See where you stand with your customers with these 25 customer experience benchmarks

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Handbooks and Guides

guides

The Essential Direct-to-Consumer Customer Service Personalization

5 ways to get personal with your customers to drive more revenue.

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guides

5 Tips to Avoid the Customer Service Holiday Hangover

5 tips to avoid some of the biggest challenges this holiday season.

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guides

4 Steps to Unwrapping an Online Experience that Rivals In-Store

Create a memorable online experience for your customers this holiday season

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guides

10 Ways to Provide a Modern IVR Experience

Provide a modern IVR experience that delights your customers.

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guides

2020 Checklist: 12 Requirements for Radically Personal Service

Discover if your service platform is up to the task with this checklist and quiz.

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handbooks

Writing The Modern Customer Support Platform RFP

Say goodbye to legacy. See what you need from your platform to satisfy today’s customer.

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guides

Customer Service Guide to Revenue Generation

Turn your customer service department from a cost center into a revenue generator.

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guides

People Versus Tickets

Learn why you should be moving to a people-centered approach to customer service

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guides

Things You Can Do Right Now to Reduce High Call Volume

Learn how you can reduce high call volumes

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guides

12 Must-Haves for Your Remote Customer Service Team

Learn how you can build a remote customer service team today.

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guides

15 Steps to Delivering Radically Personal Customer Service

Make every customer feel like 1 in a million. Use these 15 ideas to deliver radically pers

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handbooks

Leverage The Power of AI For Happier Customers

Customers today want quick answers. With AI, you can deliver on that speed, without delay.

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