Ytel Blog

Guidelines for Handling Upset Customers

By Brandon Wells, Ytel  |  

It's the natural ebb and flow of any business to encounter the occasional upset customer. We're all human, we have particular expectations, and when those aren't met the way we wan...

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Small Talk: Keeping your Customers Engaged

By Call Criteria, a Ytel Content Partner  |  

Small talk is a gift not everyone is blessed with, but as a customer service agent, should be prioritized. There is a fine line between purposeful small talk with customers, and ju...

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Whose Responsibility is Customer Experience?

By Call Criteria, a Ytel Content Partner  |  

Customer experience is often simply viewed as a cost center – a necessary evil. In fact, the majority of companies outsource it to the lowest bidder with clear directives to keep t...

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We're in the Age of the Customer

By Hanna Smolan, Ytel  |  

The Internet continues to give the customer more instantaneous choices than ever, and this prerogative continues to grow. Moving forward, no business will survive that does not pla...

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How Text Messaging Changed CX

By Brian Keep, Ytel  |  

While no one needs a professional statistician to reflect this truth, texting is by far a more important function of the modern smartphone than the original function of the phone; ...

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Live Chat: Why It's So Important For Business

By Tyler Holliday, Ytel  |  

In the modern business landscape, the live chat feature is quickly becoming much more than just an aside that looks good to have in the bottom right corner of the screen. Consumers...

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6 Simple Customer Review Resources

By Hanna Smolan, Ytel  |  

While it can be a daunting task to ask your customers to leave reviews online about your company, software, product or service, the payout can be wort...

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Customer Experience Metrics: Do Yours Match?

By Chris McInally, Ytel  |  

Customer experience is a powerful part of your business model and the foundation of customer retention; if your team is offering an experience that is unique and providing customer...

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10 Customer Service Skills Worth Hiring For

By Sean Dailey, Ytel  |  

Building a business is a tough job in any industry. The first step in doing so is finding a team that can back your business. If you're selling a product or service, you better hav...

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How Technology is Helping Customer Experience

By Gino Aielli, Drips  |  

 When all else is equal, customer service makes the difference in the success of a business. There have been many incredible recent innovations in technology, specifically geared t...

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