Benjamin Payne

Facebook Messenger & Customer Experience; A Match Made in Heaven?

If you're in the world of customer service or customer experience, I'm sure you've heard a lot of chatter recently (pun intended) about chatbots,...

Contact Center Metrics You Should Be Measuring

I will start off this post by saying the obvious. No, this is not a comprehensive list of ALL the metrics you should be...

Letting Customers Serve Themselves

How do you help your customers when they have questions about your brand or offering? What about when they have issues or problems? Traditionally,...

5 Things to Stop Doing In Your Contact Center

Customers and their needs are changing all the time, so it's increasingly important to keep your contact center at the forefront of these changes,...

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