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Guided CX Insights

Track trends, get tips, and explore new ideas in Guided CX.

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How being WCAG compliant improves customer experience for everyone

Being WCAG compliant has become a hurdle for brands undergoing their digital transformation.

Glance for Everyone: Three Accessibility Best Practices for Digital Customer Experience

At Glance, bringing people together in digital spaces is what we do. Guided CX (customer experience) solutions by Glance are used to transform any digital space a company manages into a place for the company’s agents to connect directly, person-to-person, with their customers.

Customer Service

What is average handle time – and does it matter anymore?

Google “Average Handle Time” and you’ll be pointed in the direction of innumerable articles that describe what this metric is – and advise you to reduce it.

Customer Service

First Contact Resolution Explained

It’s an immutable fact: no matter how incredible your product or service is – you’re going to have customers reaching out with issues.

Customer Service

Customer service vs customer experience – what’s the difference?

The terms “customer service” and “customer experience” are sometimes used interchangeably. While they’re connected, they’re not the same, and it’s important to understand the differences and how each can help propel your business forward.

Customer Service

The pitfalls of superficial CX intentions (and why agent experience matters)

Most businesses talk a big game on CX. Wander the halls between the back office and the boardroom and you’ll likely hear variations on the same prevailing wisdom:

Customer Service

“Empathy” has become a CX buzzword, but customers aren’t feeling it

Being able to see things from the customer’s perspective is foundational to creating great customer experiences (CX).

Cobrowse

The broken feedback loop that creates CX blindspots (and how to close it)

Here’s a tough question: what do your prospects and customers really think about your customer experience (CX)? What does it actually feel like to engage with your business?

Cobrowse

Grow Customer Satisfaction by Practicing Respect in Customer Service

If you respect your customers, they are more likely to respond positively to you and you will increase customer satisfaction.