Customer Experience
Interview with Ron Dutta from FLIP
Ron Dutta on a career in BPO and CX sales — lessons from retail, healthcare, fintech, and the role of AI in modern customer experience.
Edvin Cernov
Blog
CX Insights & Strategies
Call Centers
Call Center Holiday Ramp Playbook
Call center holiday ramp playbook: staffing, training, tech, and engagement strategies to handle peak-season volume without dropping CSAT.
Edvin Cernov
Customer Experience
What Is CSAT? Definition, Formula, and How to Measure It
Customer Satisfaction Score (CSAT) explained: definition, formula, when to survey, benchmarks by industry, and how to act on the score in call centers.
Edvin Cernov
Customer Experience
5 Call Center Management Best Practices for 2026
Five call center management best practices for 2026: hire for skill, role-strength fit, open communication, KPI alignment, and continuous training.
Edvin Cernov
CX Technology
The 15 Best Customer Service Software Platforms in 2026
The 15 best customer service software platforms in 2026: Zendesk, Intercom, Dixa, Tidio, Salesforce, Gorgias, and more. Compare features, pricing, and fit.
Edvin Cernov
CX Technology
Picking the Right CRM in a Remote World Insights
The remote work revolution has accelerated, making the choice of the right application more critical than ever.
Edvin Cernov
Customer Experience
Top Customer Service Providers in 2026: Reviewed & Compared
The top customer service providers in 2026: ContactPoint 360, Gexel, Nutun, Helplama, Concentrix, SupportNinja and more. Compare strengths, fit, and pricing.
Edvin Cernov
Customer Experience
What Is CSAT? Customer Satisfaction Score Explained (2026)
CSAT in 2026: definition, formula, industry benchmarks, where it works vs where it misleads, and how to deploy it operationally without survey bias.
Edvin Cernov