How Front Desk Workload Displacement Improves Efficiency
Every operations leader I’ve talked to in hospitality, from Silicon Valley to Midtown Manhattan, is trying to get more done at the front desk with fewer people. Automation vendors sell…
How Co-Browsing in Support Improves Customer Experience
Anyone who has worked in support has had this call. The customer is trying to explain what they see on their screen. The agent is trying to guess. Ten minutes…
What Account Closure Requests Are Really Telling You?
I’ve spent enough time inside financial services support operations, from the West Coast to New York and everywhere in between, to notice something strange. Banks pour money into onboarding research,…
The Hidden Cost of Missed Call Cost for Hotels
A ringing phone at a busy front desk feels like background noise on a hectic afternoon. It is not background noise. It is potential revenue. The missed call cost for…
Why Telecom CX Demands Specialist Support Operations
Telecom is one of the few industries where the gap between generic and specialist support operations is consistently visible in customer data. The contacts agents handle span billing disputes on…
Scaling support operations with control
Growth is the ultimate goal for most businesses here in California, but rapid expansion often feels like a double-edged sword. When your user base explodes overnight, your customer service team…