September 9, 2024

media

Melissa Copeland

When service gaps cause travelers to switch ...

Founder and Principal Melissa Copeland weighs in on brand loyalty in the travel industry.

September 17, 2023

newsletters

Melissa Copeland

AI is here. Are you asking the right questions?

Founder and Principal Melissa Copeland returns from a recent conference with insights about AI’s potential for elevating customer and employee experiences.

August 28, 2023

media

Melissa Copeland

Blue Orbit in Forbes Magazine

Hell hath no fury like an enraged customer. Your good work attracting right-fit clients can go out the door if your customer service people are not good.

August 27, 2023

media

Melissa Copeland

On the personalization afforded by virtual ...

Founder and Principal Melissa Copeland shares insight on virtual agents and how they are improving customer experiences.

January 10, 2023

people

Melissa Copeland

Solving labor issues with near shore help

Blue Orbit delivered outsourced labor options tailored to the organization’s needs, success criteria, and tolerance for risk.

engagement

Melissa Copeland

August 9, 2023

newsletters

Your baby is UGLY: what do you do next?

Melissa Copeland

August 9, 2023

newsletters

Your consultant, brought in to help you get results, has just shone a light on your operation, and you realize it’s a house of cards. My team and I deal with this on many engagements, and it is often the first stepping stone for leaders to turn their results around.

Melissa Copeland

February 8, 2023

newsletters

Fueling engagement in 2023

Melissa Copeland

February 8, 2023

newsletters

When it comes to the demands on Customer Service leaders in 2023, this is no easy feat. The pandemic, the labor shortage, and the explosion of new technology applications can all converge in a Perfect Storm where your customers get stuck in self-service rather than real service.