Tricia Morris
Tricia Morris
Tricia Morris is a product marketing director at 8x8 with more than 20 years of experience at technology companies including Microsoft and MicroStrategy. Her focus is on customer experience, customer service, employee experience and digital transformation. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20 Best Customer Experience Blogs You Must Follow, and among the 20 Customer Service Influencers You Must Follow.
16 Statistics Shaping the Future of Customer Service
Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding)...
6 Metrics to Measure Your Customer Service Knowledge
Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and...
How Many Employees Does It Take to Break the Customer Experience
Just one. And unfortunately for most organizations, the customer experience is breaking or splintering hundreds if not thousands of times daily – from how customers...
2016 Customer Service Trends: “Humanless” Customer Service Driving Change
As we start talking about self-service, virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where...
Is the Force Strong with Your Customer Service Team?
00000 Ever since I was little, I’ve loved Star Wars. When Episodes I, II and III came out in the late 1990s and early 2000s,...
3 Customer Service Lessons (Past, Present and Future) from A Christmas Carol
00000 A Christmas Carol by Charles Dickens has been inspiring change for well more than a century. It was written by Dickens to inspire social change,...
Customer Experience Consistency: What Your Employees Don’t Know Can Hurt You
“Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.” ~ Tony Hsieh A Gartner...
The 2015 Wish List for Holiday Customer Service
The holiday shopping season is upon us, and do you know what that means? Someone is inevitably going to be injured fighting for a...
Government Customer Service: 3 Ways to Get Better Even as Budgets Get Smaller
Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have...
6 Ways to Take the Lead in Customer Self-Service
The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests...
7 Big Benefits of Giving Employees the Knowledge They Need
Many enterprise brands and organizations are becoming increasingly challenged by an information problem: too much information, compounded by trouble managing it and delivering it...
5 Top Customer Service Takeaways from CRMUG Summit
CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips...
13 Shocking Customer Service Statistics
It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands...
2015 Global Customer Service Report: Customer Expectations and Location, Location, Location
Everyone knows that real estate is all about location, location, location. But are customer service preferences and expectations? The 2015 Global State of Multichannel...
INFOGRAPHIC: 2015 U.K. State of Multichannel Customer Service
With the Institute of Customer Service reporting that customer satisfaction in the U.K. is at its lowest level since 2010, it has never been...
Customer Service Employees are Among the Least Engaged: What’s One Way to Change That?
A new report from Quantum Workplace shows a disturbing statistic for one of the most important departments in any organization. The 2015 Employee Engagement...
20 Top Customer Focused Takeaways from CRM Evolution
While there were more than 200 top takeaways from the recent 2015 CRM Evolution conference chaired by Paul Greenberg and the accompanying Customer Service...
Government Customer Service: Lead the Campaign to Improve Public Perception
In a new Government Business Council Report titled The Path to Customer-Centric Service, 67% of surveyed federal managers say their organization’s service is on...
NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer Service
00000 With the Institute of Customer Service reporting that customer satisfaction in the U.K. is at its lowest level since 2010, it has never been...
6 Things Every CEO Should Know about Customer Service
Let’s face it. Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So...