education
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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Cobrowse
Education
Customer Service
What Do You Do When Cobrowse Isn’t Good Enough?
That may seem like a strange question coming from a tech guy at one of the leading cobrowse companies. Don’t get me wrong, cobrowse is awesome! If you have a website, a SaaS app, or a hybrid mobile app, you should definitely consider using cobrowse to instantly help customers who are lost and/or confused. Cobrowse enables your agent to solve many customer problems, and it is so fast, effortless, and intuitive that it seems like magic.
Webinar
Education
Customer Service
Financial Services
Our Financial Services Webinar Asks: Can Financial Online Collaboration Be Just As Good As An In-Person Meeting?
On December 7, 2017 at 2:00 ET, we will show how financial online collaboration can be just as good as an in-person meeting in our Balancing the Online Financial Experience webinar.
SaaS
Education
3 Amazing Visual Engagement Stories You Need to Read Today
Today’s businesses are faced with a challenge: how to stand out in the crowd. Customer service has become central in the quest to gain a competitive edge. Self-service is great to a certain extent, but those who really want to win are investing in a more personalized experience to close business faster and improve the customer experience. That’s where visual engagement solutions come into play.
Cobrowse
Education
Glance Cobrowse Gets Enrollment Rolling Smoothly at Trident University
Enrolling in college is one of life’s turning points. Making that initial step painless and smooth is one of the most important things an online educator can do. But if applicants need guidance at any point during the process, can they get interactive help from an advisor who can set them up for success from day one? That’s the question Trident University has asked itself. With innovative cobrowsing technology from Glance Networks, the answer is yes.