Article

Article

How to develop a world-class approach to customer service in gaming

A players’ loyalty in gaming should never be taken for granted. From World Gaming to World Gaming League, industry experts share what it means to create amazing player experiences using customer service. Read their tips.

Article

CX Best Practices

How to anticipate customer needs

From mobile support and gamification, to speedy response times and personalization, this article explores a few ways to get ahead of customer service requests — and even delight customers along the way.

Article

Generational Support Banking, Financial Services & Insurance

Four keys to retaining Millennial customers in fintech – industry experts share tips

Are fintech companies doing everything they can to keep the business of Millennials? Experts share four ways to retain your Millennial customers including finding the right partners, adding self-service, and more.

Article

Web & Mobile App Development

12 steps for setting up Charles Proxy with tvOS

Learn how to set up Charles Web Debugging Proxy with tvOS in 12 simple steps, enabling you to troubleshoot, debug, and optimize your tvOS app with Charles.

Article

Outsourcing Partnerships

Moving from outsourcing vendor to partner with TXU Energy

Strong outsourcing partnerships don’t happen overnight. Here’s a look at our customer service journey and lessons learned with TXU Energy - a partnership spanning 10 years with cultural alignment at its core.

Article

Outsourcing Locations

What makes Bulgaria an attractive outsourcing destination

For years now, European companies have been torn between the high costs of outsourcing customer service to onshore locations and the low service levels sometimes prevalent in offshore destinations. But this is changing.

Article

CX Best Practices Games

Player support – a customer support game changer in the games industry

For the games industry, customer service can be more than just a cost factor; it can be a differentiator and revenue generator. Learn five key principles for successful multi-channel player support.

Article

Outsourcing Locations

Why Romania needs to be on your outsourcing (BPO) list

Industry experts agree, Romania’s reputation as an attractive outsourcing destination is on the rise. From multilingual BPO talent to a strong ITO sector, discover why Romania should be on your list.

Article

UX Design

The four principles of accessibility

Learn the four principles of web accessibility, known as POUR — perceivable, operable, understandable, robust — to create inclusive digital experiences.

First Call Resolution Solved 1540867048317

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CX Analytics & Metrics

First Call Resolution: Difficult to measure, dangerous to ignore

First Call Resolution (FCR) is a critically important metric in a call center, particularly because it’s so closely tied to Customer Satisfaction. This article offers techniques for measuring FCR, and also concrete ways to improve it.

Article

Web & Mobile App Development

Sample mobile video platform and OTT Request for Proposal (RFP) template

Streamline your request-for-proposal process with our sample mobile video platform and over-the-top (OTT) RFP template, based on how to write great mobile RFPs.

Article

UX Design

Three reasons you need a design process

Learn the importance of a design process and how it can benefit your business. It sets clear expectations, puts clients at ease and minimizes risk of failure.