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.
2023 Hero Experience Report
Empowering the modern customer service teamGet the Report
Reports and Benchmarks
2022 Customer Expectations Report
Reimagining Customer Service To Drive Customer Loyalty and Revenue
Service Is The New Storefront
When we say “service is the new storefront” we mean it quite literally.
45 Ecommerce Stats for Accelerated Digital Transformation
45 Ecommerce stats you need to know to grow your business.
The New DIY: Retail Opportunity in the Passion Economy
Create generational customer loyalty for your retail brand today.
2020 CX Efficiency Trends Report
Find out what's driving, and impeding, efficiency in your contact center today.
State of the Contact Center
Create benchmarks against your peers, and transform your contact center performance.
The Retail Rebirth: Driving More Revenue in the Retail Economy
Discover what's on the horizon for the next retail revolution.
2020 Customer Expectations Report: Travel and Hospitality
What customers expect from the Travel & Hospitality industry.
2020 Customer Expectations Report: Experiences That Drive Revenue
Turn your contact center from a cost center into a revenue and loyalty generator.
2020 Customer Expectations Report: Fast and Personal Service
Customers expectations for fast and personal service. And how to deliver both.
2020 Customer Expectations Report: Channel Use & Preferences
Consumers expect you to talk with them wherever they are.
2020 Customer Expectations Report
Get the latest trends and insights from customers about customer service.
Handbooks and Guides
Making Customer Service Your Business — A CX Leader’s Guide
A CX leader’s guide to building and maintaining a support center.
Scaling Your Customer Service Center For High Growth in Ecommerce
A guidebook for scaling a customer service center into a cornerstone of revenue
A Practical Guide for Delivering Radically Personal Customer Service
Turn your contact center into a connection center.
Unlocking customer loyalty through natural conversation
Discover what's missing from customer service conversations to foster customer loyalty.
Using Instagram to Drive Revenue Alongside a Great Support Experience
Learn how a channel-independent social support commerce strategy can generate huge returns.
Essential Direct-to-Consumer Customer Service Personalization Guide
5 ways to get personal with your customers to drive more revenue.
5 Tips to Avoid the Customer Service Holiday Hangover
5 tips to avoid some of the biggest challenges this holiday season.
4 Steps to Unwrapping an Online Experience that Rivals In-Store
Create a memorable online experience for your customers this holiday season.
10 Ways to Provide a Modern IVR Experience
Provide a modern IVR experience that delights your customers.
Writing The Modern Customer Support Platform RFP
See what you need from your platform to satisfy today’s customer.
Customer Service Guide to Revenue Generation
Turn your customer service department from a cost center into a revenue generator.
Comparing People-Centered vs. Ticket-Centered Customer Support
Why brands are leaving outdated, ticket-centered systems in the dust.
15 Steps to Delivering Radically Personal Customer Service
Make every customer feel like 1 in a million with these 15 radically personal service ideas.
Checklist: 12 Requirements for Radically Personal Service
Discover if your service platform is up to the task with this checklist and quiz.
Things You Can Do Right Now to Reduce High Call Volume
Improve agent efficiency and customer satisfaction.