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Exploring the Impact of COVID-19 on Customer Behavior

by Kim Campbell in Call Center Measurements, Call Center Metrics, Customer Service Trends, Kim Campbell

  What do mattress sales, wildlife populations, and peak customer service times all have in common? These seemingly random data points have all been impacted by COVID-19. Mattress sales have skyrocketed thanks to people spending more time at home—and discovering new sleep challenges as a result of the pandemic. Meanwhile, wild animals are appearing during […]

 

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Comparing the Online vs In-Person Customer Experience: A Personal Story

by Susan Preiss in Customer Experience, Measuring Customer Service Performance, Susan Preiss

In this article, we share a first-person experience from our Vice President, Client Services, Susan Preiss. She explores the tale of two customer experience scenarios, comparing online versus in-person customer experiences in the quest to buy a new car. The takeaways for the world of customer care are tangible and actionable. Read on! Vehicle Shopping: […]

 

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