Customer Experience

Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a key reality for many employers right now: as the U.S....

Customer service professionals often make an all too human mistake: they imagine that the person on the other end of the line is someone who’s like them. This type of implicit bias can take...

Growing customer and senior management expectations. Shifting from in-store retail to online shopping. Working from home (WFH). The rise of digital channels. Video instead of in-person interactions. The Great Resignation. Looming labor shortages. All of...

For many businesses, the contact center is the primary point for customer interactions, yet COVID-19 has forced these businesses to rethink their sales and service models. Increased customer expectations, supply-chain issues, and new work-from-home...

This month, our top blog posts are all about the people in our industry. Our authors share insights on everything from agent hiring and coaching, to creating a diverse, equitable, and inclusive culture and...

The five factors of Caller Tolerance. (Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random...

Today’s businesses are dealing with many post-COVID-19 pandemic challenges that are impacting customer experience (CX). Like the global supply chain, which is a mess and about to get worse. People are buying more, but...

The events of 2020 have shown us how everything can change practically overnight. Most people are now accepting that change will continue to happen. The ability to navigate and execute in an era of...

The contact center industry has had to evolve with seismic shifts over the past year and a half. Businesses everywhere shifted en masse to work-from-home (WFH) environments: and digital acceleration went into overdrive to...

A common viewpoint in our industry today is that getting a group of agents to offer a consistently exceptional customer experience is a complex mystery full of unknowns. But the truth is that getting...

In 1988 I wrote an industry article, titled “Life with Multiple Vendors”, which appeared in the Service Level Newsletter, published by ICMI. The message in that article underscored the value and importance of working together,...

Contact centers have traditionally focused on solving problems and handling questions. Efficiency has been the watchword. But new research suggests that spending a little more time on the phone or chat may provide big...

One thing we all have limited patience for is poor customer service. And a recent report found that this issue may be even more serious than many businesses expect: 73% of consumers will abandon...

Are your new employees aware of the multiple ways customers are interacting with your brand? Do they understand your brand promise and what distinguishes you from your competitors? The answers to these questions are...

Customer care is vital to any brand’s continued success—and its ability to provide this support service directly impacts both customer satisfaction and loyalty. That impact can be positive or negative depending on customers’ experience...

Let’s face it. Most folks involved in contact centers today are there to help, provide service or sell something. Customer experience excellence is a desirable attribute of these encounters, and excellence has a great...

What do you picture when someone says “contact center”? Rows of employees at computers with headsets? An office full of tiny cubicles? Personally, I picture a giant treasure chest overflowing with gold. No, I’m...

This month's top 5 blog posts highlight two of our most in-demand topics: customer experience (CX) and expanding your workforce. In our CX posts, our authors touch on everything from CX management programs, platforms,...

Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales, profit, and cash flow. But increasingly, executives are asking their...

We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience. We want the convenience of Amazon’s one-click ordering and speed of delivery, the...