On a chilly Thursday night last spring, I got a message from a client just past midnight. He was placing an order online and ran into an issue. What surprised him wasn’t the glitch but the fact that he got help immediately. Not from me, but from our AI system, which ...
Not long ago, we worked with a nonprofit that doubled its staff in just six months, but its phone system couldn’t keep up. ...
A few years back, I helped a small business owner drowning in customer complaints and missed support calls. Their tools were ...
A few years back, I worked with a retailer whose support team was overwhelmed. Calls were dropped. Agents were juggling five ...
We've personally witnessed the growing need for reliable, scalable virtual call center software that facilitates smooth ...
I once visited a startup where the receptionist greeted me, not in person, but from a tablet screen. She confirmed my ...
The customer didn’t complain. They never yelled, never asked to “speak with a manager.” They just disappeared. No goodbye. ...
When I first started consulting with small business owners, I met a bakery owner named Elisa. Her pastries were ...
On a foggy Tuesday morning last fall, a small retail manager I worked with told me she was losing her team, not to ...
A few months ago, a small law firm I worked with was losing clients—not because of bad service, but because their front desk ...
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