We read three articles this weekend talking about friction in the customer experience. Many people talk about making customer experiences seamless. But what about eliminating friction for the people actually helping them—your contact center agents? 🔥 Think about it: 🔹

🌀The Hidden Cost of Manual Tagging & Notetaking—And How AI Instantly Eliminates It 🌀 How much money is your support team losing to manual tagging, notetaking, and ticket creation without even realizing it? A simple billing inquiry may take just 2 minutes to resolve. ⏳ But

The 5 Pillars of Issue Resolution, Part 5! 🚀 Traditionally, solving an issue relies on human judgment—measuring impact, deciding what’s urgent, and manually tracking patterns. But AI makes this process faster and smarter. ✅ Prioritizes issues based on impact – Tracks

⏩ The 5 Pillars of Issue Resolution, Part 4! Spotting an issue is one thing. Knowing who’s affected is another. But if you don’t understand how it happened, you’ll be stuck firefighting the same problem over and over. Historically, finding the root cause meant manual

🔹 The 5 Pillars of Customer Issue Resolution! 🔹 Pillar 3: Knowing Who’s Affected Once you identify an issue, the next step is understanding who it impacts because not every problem affects every customer in the same way. 🔍 Pinpointing who’s affected can mean the difference

🔎 The 5 Pillars of Issue Resolution – Part 2! 🔎 Knowing something is wrong is one thing. Now, you need to know what is wrong. That’s where conversational analytics come in. Instead of guessing, these tools surface contact drivers, recurring pain points, and trending

🚨 The 5 Pillars of Customer Issue Resolution – Part 1! 🚨 Most companies rely on BI tools to track CSAT drops, QA score slips, and handle time spikes. These are great for spotting that something is “off,” but they don’t tell you what is happening. ❌ A CSAT drop could mean a

🌀Repetitive tasks like ticket routing, data entry, and handling basic customer inquiries take up a huge portion of a support team’s day. But here's what solves these issues. 👇👇👇

Our team at Spiral recently wrote a report titled The State of Support Operations in 2025 and uncovered a startling fact: Unnecessary escalations make up 20% of all support cases. That’s a massive drain on resources and budgets. So, what’s causing it? 👇👇👇

In a recent post, LinkedIn co-founder Reid Hoffman said, “The real promise of AI isn’t replacing humans—it’s amplifying their potential. Here's what CX leaders need to know 👇

Spiral Insights 🌀Let's talk about data transparency. According to a 2024 Gallup/Bentley survey, only 23% of Americans trust businesses to handle AI responsibly. Here's what you can do to ensure your customers that you're handling their data with care. 👇👇👇

The 4 Best Ways to Boost Customer Retention Retaining customers is critical, as acquiring new ones costs 6–7 times more (Bain & Company). To boost retention: -Know Your Customers: Build real relationships and make customers feel valued by understanding their needs. -Implement

The Cost of Poor CX: Why Businesses Must Rethink Customer Journeys to Survive 2025 Rising prices and declining brand loyalty (projected 25% drop in 2025) highlight the urgent need for better customer experiences. Many companies: Overuse technology Neglect human interactions

Putting the Customer Back in Customer Experience Despite widespread claims of excellent service, a disconnect exists between brands and consumers, with only 54% of consumers agreeing with 84% of businesses' self-assessed positive engagement (2024 SOCER, Twilio). Poor

Happy Friday, everyone! This week, we're diving into the big three of customer experience: - How bad CX costs more than a round of overpriced lattes - Why AI-powered documentation is the secret weapon you didn’t know you needed - The four surefire ways to keep your customers

From Frustration to Loyalty: The Art of Modern CX Success 🧵

🌀Let's talk about data transparency. According to a 2024 Gallup/Bentley survey, only 23% of Americans trust businesses to handle AI responsibly. Here's what you can do to ensure your customers that you're handling their data with care. 👇👇👇

There's a serious disconnect between what customers want and what CX and Support leaders think they want. Here's how your team can overcome this disconnect! 👇

Spiral Insights 🌀 Customer expectations are evolving... fast. And 2025 is shaping up to be a turning point for customer support operations. Let us share the 3 ways this is happening. First, AI. It’s transforming literally everything. From task automation to conversational

Automation in Customer Service: The Dawn of a New Era Learn how automation is revolutionizing customer service by enhancing reliability, speed, and accuracy. This insightful article explores how automated systems handle repetitive tasks efficiently, allowing human agents to