AppDirect Blog

Your source for news and views on the trends, technology, and companies that are driving the digital economy worldwide.

Blog posts by Kam Rawal

Industry Insights

Four Steps to Creating High-Performing Customer Support Teams

I know this will sound old fashioned, especially in light of the incredibly helpful technology and automation we use today in the contact centers, but...

By Kam Rawal / AppHelp / Feb 15, 2018

Industry Insights

Five New Year’s Resolutions Every Customer Service Coach Should Make to Improve Team Performance and Customer Experience

In professional sports, when a team consistently loses and just can’t seem to perform well together no matter how many highly paid athletes are hired,...

By Kam Rawal / AppHelp / Jan 10, 2018

Industry Insights

The Customer Support Experience in 2020

Get ready for video, artificial intelligence, machine learning, and more. Are you thinking about the year 2020 yet? What will the not-so-distant futu...

By Kam Rawal / AppHelp / Nov 22, 2017

Industry Insights

Reinventing the Customer Support Experience: Why Companies Need to Stop Trying to Control It

As both a customer support executive and a consumer, I tend to view my experiences with brands in my personal life through two lenses. As a consumer, ...

By Kam Rawal / AppHelp / Oct 23, 2017

Industry Insights

It Takes an Omnichannel Approach to Successfully Sell Cloud Services and Support

An omnichannel strategy is all about creating a digital experience for customers that extends seamlessly and effortlessly across channels, whether tha...

By Kam Rawal / AppHelp / Oct 09, 2017