Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Measuring what matters in 2025
Using a one-size-fits-all approach to metrics is like trying to fit a square peg into a round hole. Every organization is unique, with distinct goals, customer expectations, and operational challenges. So why should your metrics be any different? Traditional metrics like Average Handle Time (AHT) have their place, but they don’t always capture the full picture. As customer needs evolve and businesses prioritize different aspects of the customer experience, the focus is shifting toward measuring what truly matters for your organization and your customers.
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Video
Troubleshooting Online Audio & Video Conferencing
ReadyTalk wrote an article stating that the #1 enemy of online conferences is poor audio quality. We’ve all experienced static, loud background noise, or echo on a call. Not only is it distracting, but it can throw an entire business meeting off course.
Customer Service
Why do you need a CRM?
A recent study by the Aberdeen Group found that 81 percent of all companies that use visual engagement integrate with a customer relationship management (CRM) solution like Salesforce or Microsoft Dynamics. A technology with such a large adoption rate is nothing to sneeze at. If you want to get in the game and improve your customer service, no doubt you need a CRM as a core technology for your customer experience strategy.
Cobrowse
Customer Service
6 Ways Cobrowsing Transforms Customer Service
Cobrowsing is an exciting technology that empowers customer service organizations provide crucial customer support in real time. Agents who cobrowse are able to overcome many of the difficulties service call center support staff experience usually when trying to help clients.
Customer Loyalty
Customer Service
Top 5 Customer Satisfaction Blog Posts
When companies want to improve all around customer satisfaction and maintain business in the long run, there are several things they can do. Check out these five top blog posts of 2015 to learn more about increasing customer satisfaction in a business.
Video
Customer Service
3 Video Call Touchpoints You Need to Know
The Internet has changed the face of customer service. Our conversations have evolved from in-person conversations to telephone communications, live chats, co-browsing, email, and video call. Because of this, businesses have to keep up with fast-paced technological advancements to ensure customer satisfaction with a product or a service.
Making Customer Experience Management Visual
Aberdeen research surveyed 215 organizations for its December 2015 study, Omni-Channel Customer Care: Best-in-Class Steps to Success. Among the companies surveyed, 59% indicated that they use visual engagement tools: tools and technologies that allow companies to visually interact with current and future customers through digital channels. Visual engagement tools include co-browsing, screen sharing, and video, such as those services Glance Networks provides.
Cobrowse
Customer Service
What Customer Service Can Learn from Millennials and Pop Culture
In today’s uber-connected society, with an incredibly fragmented attention span, engaging all of the senses is critical to seize sales for brands. Customer service is usually at the crux of closing the online sale, yet is often delivered to customers in a stale, one-dimensional way – either on the phone, or through an online chat. Neither method is very engaging and can often lead to more misunderstandings and frustration on both ends.
Cobrowse
Video
Customer Service
Filling the Customer Service Void with Video
You may be wondering why video is becoming such a popular customer service option.