Glia Blog | Digital Customer Service Explained

According to a study by Walker, by the year 2020, price and products will no longer be the key brand differentiator — customer experience...

Recently, call centers across the globe have been re-imagining their operational focus to become “contact centers”. This is likely due to the fact that...

It’s indisputable: customer satisfaction (or CSAT) is directly affected by whether customer expectations were met. By meeting or exceeding customer expectations, companies are building...

Not meeting or exceeding customer expectations can lead to a  lower customer satisfaction score. Unhappy customers are unlikely to stick around.

With so many quality products and services available to customers these days, the ability to engage a customer can make all the difference in...

Have you ever heard of the 80/20 rule? It says that you can accomplish 80% of a goal with 20% of the effort. After...

The customer experience - it can be overwhelming and it can get confusing. The customer experience space is blossoming and becoming more agile. That...

Empowering your agents through technology As the customer experience becomes more of a focus for businesses, companies are doing more to ensure their employees have...

Using Live Web Observation to Improve Customer Support As customer expectations rise, it’s becoming increasingly difficult to provide a positive customer experience. Today, regardless of...

There’s no denying that the use of artificial intelligence (or AI) is quickly growing as a useful application for customer experience in the business...