Out with average handle time and in with customer effort score
CX Best Practices
Organizations have long relied on average handle time (AHT) to measure customer service success. But in an age defined by customer experience and engagement, more and more brands are wondering: Is it really sufficient to measure success in seconds?
Five eCommerce customer service tips for making a human connection
CX Best PracticeseCommerce
Automation is important to your customers, but to create a personalized customer experience and demonstrate empathy, your CX needs a human touch. Discover five tips for making a human connection in a virtual world.
Five questions with Gen Z expert Jason Dorsey
CX Best Practices
Looking to enhance your generational strategy? Check out these insights from Jason Dorsey, acclaimed Gen Z expert, founder of The Center for Generational Kinetics (CGK) and bestselling author.
Seven mistakes to avoid when scaling your customer service
CX Best PracticesTechnology
Scaling your business comes with enormous and sometimes unforeseen challenges. Discover seven of the most common mistakes leaders make when ramping up customer service.
Three ways Aura is using CX to stand out from the pack
CX Best Practices
When it comes to identity theft and fraud, people want protection against threats and empathetic support in emergencies. Read key CX insights from Christopher Bray, chief revenue officer at Aura.
- podcast
How Aura is building customer trust while combating fraud
CX Best Practices
On this episode, we're joined by Christopher Bray, chief revenue officer at Aura, a digital security unicorn. Christopher shares insights on empathetic customer care and combating fraud. Listen now.
- e-book
Financial services and the digital customer experience
CX Best PracticesFintech & Financial Services
Learn about trends, trust and technology in the evolving financial services industry.
Player support metrics: How to choose and improve KPIs
CX Best PracticesGames
Tracking the success of the player support experience is an important part of keeping players satisfied. Take a closer look at some of the most common customer service metrics used by games companies today.
Six ways to take your CSAT from good to great
CX Best Practices
Discover six ways brands can deliver top-level service and boost their customer satisfaction (CSAT) scores in the process.
Transforming crypto customer service for mass consumer adoption
CX Best PracticesFintech & Financial Services
The cryptocurrency market is attracting more users than ever. Learn how customer support can evolve to meet growing expectations.
How to prepare for a post-pandemic surge in the travel and hospitality industry
CX Best PracticesTravel & Hospitality
Travel and hospitality brands can expect a post-pandemic surge in demand. Discover best practices to ensure you're meeting customer needs.
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