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Discover valuable insights through our blogs, focusing on technology, innovation, and actionable strategies for modern businesses.

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Trending Articles

12 mins read

Zero-Party Data in Customer Experience: Collecting First-Person Insights Post-Cookie

Zero-party data customer experience is the process of using “customer-declared” preferences and intentions to personalise shopping and support interactions. Do you know where the best customer […]

by Ingrid Galvez
Customer Experience
15 mins read

Customer Experience Benchmarks by Industry: 2026 Data & Insights

Most customers compare your business with the best experience they have had elsewhere.  Yes, in 2026, customer experience (CX) has become one of the biggest competitive […]

by Ingrid Galvez
Customer Experience Customer Support
15 mins read

Call Deflection to Self-Service: Reducing Inbound Volume Without Losing Customers

_____________________________________________________________________________________   Call deflection self‑service strategy is a contact‑center technique that routes or nudges customers away from live phone calls toward digital channels (chatbots, IVR, FAQs, […]

by Ingrid Galvez
Customer Experience Customer Support
14 mins read

Chat-to-Voice Escalation: Designing Seamless Handoffs Between Channels 

Most customer support leaders obsess over reducing channel switching. That is understandable. Every transfer feels like a failure. It adds time, and demands more customer effort, […]

by Ingrid Galvez
Customer Experience Customer Support
15 mins read

How to Choose a Customer Experience Outsourcing Partner: RFP & Vendor Checklist

What are the challenges faced when businesses grow? Rising ticket volumes, seasonal demand, multilingual customers, and expanding support channels usually make in-house teams difficult to scale.  […]

by ayushi
BPO Customer Experience Customer Support
18 mins read

Win-Back Campaigns: Using Outbound Calls to Recover Lapsed Customers

Table Of Contents Why Lapsed Customers Need a Separate Strategy Define “Lapsed” Before You Start Calling Decide Which Customers Are Worth Contacting Build the Campaign Around […]

by ayushi
Customer Experience Customer Support
14 mins read

Multi-Country Delivery Models: Splitting CX Operations Across 2-3 Locations

A multi-country CX delivery model is a “single” customer support system operated from multiple countries. Each location performs specific tasks based on language, time zone, or […]

by ayushi
Customer Experience Customer Support
14 mins read

How AI Overviews and ChatGPT Are Changing Customer Support Search Behavior 

In the past, customers searched for their queries in Google and clicked through several websites. In 2026, they just ask AI assistants like ChatGPT and Google […]

by Ingrid Galvez
AI Support Customer Experience Customer Support
15 mins read

Review Bombing and Crisis Management: A Social Media Support Playbook

A decade ago, a DTC brand’s reputation was shaped largely by advertising and public relations, and in some very exceptional cases, word of mouth. Today, it […]

by ayushi
Customer Experience Customer Support
16 mins read

First Call Resolution: How to Improve FCR Rates with Outsourced Inbound Teams

First Call Resolution (FCR) is a customer service metric that measures the percentage of customer issues resolved during the first interaction, without requiring follow-up calls or […]

by Ingrid Galvez
Customer Experience Customer Support

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