Contact Center Best Practices
Better Customer Experience The contact center industry is a tough one. It can sometimes feel like an endless weight with no upside. Stressful days, high
Better Customer Experience The contact center industry is a tough one. It can sometimes feel like an endless weight with no upside. Stressful days, high
Everyone is obsessing over the perfect customer experience — and for good reason. The customer has always been king, but it is now more apparent
Everyone is obsessing over the perfect customer experience — and for good reason. The customer has always been king, but it is now more apparent
As fans of our content may have already noticed, we talk a lot about enabling technology. A company whose charter is built upon combining humans
AI and Automation Change the Game Artificial intelligence scares most people in the support center industry. We understand the fear as many wonder if it
It’s no big secret. The call center industry has one of the toughest retention success rates amongst their agents. Attrition is high amongst this sector,
Silos often live in larger companies or those that have grown quickly and haven’t been able to make agile operational decisions. It’s a fairly common
Getting into the heads of your customers is an interesting challenge. Even those at the highest entrepreneurial tier are asking themselves:
Improving your customer service is one thing, but reshaping the standards that you and your staff have to uphold is another battle. Attempting to find
Typically, when a customer calls in to your call center it is for a question — or possibly, a complaint. Either way, this is a
The ways in which customer experience has transformed the way we do business is essential. Understanding the models and strategies behind the most successful companies is
Retailers know just how important sales data can be. These metrics paint a picture of how well your business is doing — but they also
You’d think we’d be done with this by now. You’d think in 2018, this issue would have been a distant memory that we could look
Why create a customer experience strategy? Companies that focus on customer service strategies achieve better satisfaction rates and increased revenues. Not to mention keeping customers
“Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) The modern consumer is a different kind
For many companies, dealing with customer experience detracts from the focal point of the business itself, convoluting what should be an otherwise seamless experience for
When we speak of the darlings of customer experience (CX), names like Amazon, Zappos and T-Mobile are frequently used. What we don’t often hear are
Did you know that apologizing can actually frustrate your customer? A recent study on Frontline Problem-Solving Effectiveness uncovered that apologizing to a customer for an
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