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Customized ads, website suggestions, ‘people you may know’, every move online is watched. Common customer service tools like typing previews in chatbots and call monitoring are meant to improve the customer experience by making it more targeted. However, when do customer monitoring tools benefit from...

What goes into a quality QA process? Grab a cup of tea, coffee or liquid of choice and let’s talk quality assurance. It’s not the most exciting topic but a vital one to your company’s longevity. There are many QA tools that exist, but what is...

Customer service that stinks leaves a lasting impression. The Automated Menu Goes Round and Round Repetition may have been fun when you were three. "Play the song again, Dad!” As an adult trying to solve a problem it is maddening. Automated menus that never address an issue...

Sick of hearing about the gig economy yet? If you haven’t heard the term likely you’ve been living under a proverbial rock. Is the gig economy rising? That depends on which source of data you read. Still, the customer service gig is rising. Tell Me What You...

During the recession the gig economy became an alternative to unemployment. You could hear crickets in the silence of the traditional job market. Inhale deeply and you could smell the fear too. Even well educated workers with solid resumes saw their unemployment benefits exhausted before...