Contributing Author

Samantha Kollasch

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5 Contact Center Metrics for Modern CX Teams

Some things never change, but the context around them does: here’s why classic contact center metrics like NPS, CES, CSAT, IQS, and FCR are here to stay.

Why Reactive Customer Service Isn’t Enough

Brands that push beyond reactive customer service by proactively anticipating shopper needs and providing them with assistance before they reach out stand to gain lifelong fans and improve service team efficiency.

What Is IVR?

For customer service teams looking to improve their resolution times and provide higher-quality service, IVR–which guides users through solutions or toward a live service agent over the phone–is an ideal place to start.

3 Ways to Refresh Your Customer Contact Channels

For customer contact channels, both quantity and quality are key. Here, customer service experts at Gladly offer 3 hacks to keep your channel mix fresh, engaging and efficient.

The Customer Value Chain, Explained

The customer value chain, a concept that encompasses all company activities that deliver value to a customer, is key to holistic business health. Read Gladly’s explanation of this emerging strategy that provides top-tier service and loyalty.

8 Pros and Cons of Outsourcing Customer Service

Debating outsourcing customer service for seasonal surges or 24/7 coverage? Before you pull the trigger, know the pros (and cons) of this CX decision.