Kathryn Casna

Kathryn Casna is a digital marketing and travel writer from San Diego, California.

Customer-facing retail, hospitality, and event production make up her professional roots. Today, she runs her own writing business from whatever new locale she happens to be exploring.

April 26, 2017 By Kathryn Casna

AI For Any-Sized Business: What You Need to Know Now

AI will affect each department in your business differently, but one pattern seems to be true across the board: It will vastly improve productivity.... Read More

Sales

April 12, 2017 By Kathryn Casna

Why the Days of Call Time Measurement are Long Gone When It Comes to Customer Service Excellence

Learn why average handle time, or AHT, is out and other metrics that you can be using.... Read More

Customer Service

April 11, 2017 By Kathryn Casna

“Happy to Help!”: How to Motivate Your Customer Service Reps

How do you keep your service agents motivated to help customers each and every day? Try these six strategies... Read More

Customer Service

March 20, 2017 By Kathryn Casna

Kick Your Customer Service into High Gear with These Metrics

While there’s no easy answer, there are guidelines every company should consider when choosing KPIs.... Read More

Customer Service

March 9, 2017 By Kathryn Casna

Metrics and Morale: How to Keep Your Customer Service Department in Balance

Measuring how your customer service department is performing is the first step toward better service.... Read More

Customer Service

February 22, 2017 By Kathryn Casna

Ever Joked About Cloning Yourself? With These Tools You Don’t Need To

Every entrepreneur could use a few extra hours in the day. But before you pour your capital into cloning research, check out Salesforce. Our cloud-based solutions extend far beyond sales platforms to automated marketing, mobile apps, data analytics, and community management.... Read More

Small Business

February 15, 2017 By Kathryn Casna

How User Interviews Will Improve Your Customer Journey—and Your Sales

One of the best ways to learn what your customers need is to ask them. Use these interviewing techniques to make your customer journeys better.... Read More

Customer Service

February 13, 2017 By Kathryn Casna

The Best Ways Retailers Can Use Pinterest to Engage Their Customers

Pinterest gets a lot of search traffic. What makes it more impressive is that Pinterest is a pretty unique social network. It combines both visual and text information, the two basics of any brand’s digital image.... Read More

Social Media