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1 min read

Infographic: 5 Benefits of the AI-Driven Team Effort Score

By Mary Cleary

CX teams measure team effort to understand and manage their overall cost of serving customers and to cultivate happy and engaged teams that play a starring role in great customer experiences. Team effort can also make a huge difference in popular metrics like employee promoter scores (“EPS”), quality assurance (“QA”), and operational metrics like case resolution times and escalation rates. When customer-facing employees’ jobs are harder than they need to be, CX teams often see high turnover rates and low EPS scores, lower QA scores, more escalations, and delays in case resolution times — the list goes on. And each of these unfortunate side effects increases your cost of service and creates stubborn obstacles that stand in the way of improving customer experience. 

Topics: Customer Support Customer Experience CX Metrics Team Effort
3 min read

Join Us at CCW's New Standards for Customer Contact Performance 5/25-5/27

By Mary Cleary

Topics: Customer Support Customer Experience Events
4 min read

The Customer Feedback Stack: Part III

By Mary Cleary

This is the final post in a three-part series about assembling your customer feedback stack so that you can take action faster and more effectively than ever before. In case you missed it, catch up on part I here and part II here

Topics: Customer Success Customer Support Customer Experience Voice of Customer
9 min read

Five Steps To Get Started With Customer Experience Ops

By Mary Cleary

Too often, when organizations think about getting started with a traditional CX program, things generally go one of two ways: 

Topics: Customer Support Customer Experience Voice of Customer
8 min read

Why Support Interactions Aren't Created Equal

By Mary Cleary

Topics: Customer Support Customer Experience Voice of Customer
5 min read

Frame AI Helps Fastly Stay Ahead of Customer Expectations

By Frame AI

Topics: Customer Support Customer Experience Voice of Customer Case Study
7 min read

3 Questions About Your Customer Support Effort

By Robbie Mitchell

A checklist to understand what customers experience and how much effort it takes to support them.

Topics: Customer Support Voice of Customer
3 min read

How x.ai used Frame AI to prioritize CX during rapid growth

By Robbie Mitchell


Topics: Customer Support Voice of Customer Case Study
12 min read

A Big List of Customer Support Resources

By Robbie Mitchell

A growing collection of templates, tips, and guides for working with customers.

Topics: Customer Support
5 min read

Every Support and Success Team Has Trouble with their Tags

By Robbie Mitchell


Topics: Customer Success Customer Support