The Customer (Support) Experience Blog

Latest Posts by Frame AI

Maximizing Efficiency: To Deflect, Prevent, or Assist?

More with (Much) Less: Leading Support Teams Th...

 The Problem“No new headcount.  Growth and retention targets unchanged.”  The message many Support leaders are getting from C-suites right now is clear. ...

How do you know if your support queue is healthy?

Is Your Support Queue Healthy?

Support queue health is complex. There are dozens of popular Support metrics that each have a time and a place. Each one offers unique insight into the q...

3 Ways to Improve Your Triage Process

Every day, your agents work really hard to solve customer problems thoughtfully and efficiently. Right now, there’s a good chance that several agents are...

3 Ways AI Helps Reduce Support Ticket Volume

Your Support team is probably busy — well, busy is not quite a strong enough word. Swamped? Overwhelmed? Drowning? You get the idea. There are simply not...

Have you tried turning it on and off again?

3 Types of Avoidable Escalations

While escalations are a fact of life, you’ve probably seen at least a handful of escalated cases that really didn’t need to get there. Many escalations f...

With Bonusly and Frame AI together, Scott's team can

Case Study: How Kruze Consulting Uses Frame AI ...

 Kruze Consulting is a leading accounting, finance, HR, and tax consulting provider for seed and venture capital-funded startups. In the midst of the COV...

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Right, shall we delay the discussion on customer care again and look at the urgent issue of declining sales and plummeting profits

The Customer (Support) Experience

 When Things Go Well…Think of some of your favorite companies. What keeps you coming back?Big shout out to Chewy. I recently changed my shipping address ...

How To Be a Customer Whisperer Part II: 5 Data-...

The stakes for customer experience are only getting higher. According to Zendesk, 61% of customers would now defect to a competitor after just one bad ex...

Asking

How To Be a Customer Whisperer: 5 Data-Backed T...

For many businesses, Support interactions represent the only human interaction they have with their customers.According to Zendesk, 78% of senior company...

Who knew

When These 5 Support "Best Practices" Become Na...

On paper, your agent everything right. So why did that case get….(insert any and every negative outcome you weren’t expecting)….escalated, re-opened, low...

Measuring Team Effort

Why Measure Team Effort?Team effort is the collective amount of time that customer-facing teams allocate to supporting your customer experience.

Recap: Getting to Frictionless CX with CCW Digital

Last week, we were excited to contribute to the conversation at CCW Digital’s online conference, Customer Experience Challenges, Trends, and Innovations....