Customer Experience

Throughout the month of November, our readers have been most interested in finding new ways to bolster their CXes and increase loyalty among customers, while learning how best to utilize AI to accomplish these...

“The here and now” is an idiom from the 1800’s that means “at this moment.” When it comes to the front line of any Contact Center, “the here and now” is where the customer...

Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. However, there are some clear distinctions. The stakes are usually higher with B2B customers. A poor experience in...

When you step outside your house and hear the sounds of power mowers, tractors, tillers, and other gardening and cultivating tools chances are quite good that the equipment has been built by Stanley Black...

Our top 5 blog posts in October are comprised of a very diverse set of topics. This month, we cover everything from our personality traits to our chatbots. First, Afshan and Mike share some...

Every year we read articles about how vital contact centers are; insiders almost always write them, but rarely do we read the same opinion from people in the C-suite. The truth is many executives...

The simple phrase, The Hurrier I Go the Behinder I Get, was displayed on a plaque in my home when I was growing up. For the longest time I just couldn’t make sense of...

Of all the lines of business contact centers serve, healthcare is arguably the most important, for peoples’ lives depend on it, but also at the same time challenges exist. About a quarter of healthcare...

In the consumer packaged goods (CPG) space, whether a brand views customer service as a powerful marketing tool or as a cost of doing business, one thing is certain: customer experience (CX) is vital...

It was September of 2020. I was about to launch a business. As a corporate spinout, we had some advantages: a battled-tested product, our first customer, a mature team, and we had raised venture...

This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can improve both the employee's remote work experience and the customer's...

When we train new agents in healthcare about caller authentication, we view it as a key to unlocking secure access to their medical records. Verifying callers and their identities ensures that only authorized individuals...

The past few years have been turbulent for the customer experience (CX) industry. It all started with the COVID-19 pandemic, which forced three million U.S. contact center employees to work from home in a...

Post-Millennials, iGeneration, Plurals, GenZers, no matter what you call them, your business depends on them. So, you better understand who these customers are. Gen Z is a large and growing percentage of online consumers, with...

Jacobi heads up August's Top 5 Blog Posts with a plan for how to combat the contact center concentration crisis caused by excessive background noise. Next up, Rebecca explains how AI can aid our...

Contact center wait times have tripled due to high turnover, the ease of switching jobs remotely, and lonely customers, Bloomberg reported. Even as we emerge from the COVID-19 pandemic, but watchful for new variants, contact...

Forecasting economic futures is challenging, but business success depends on it. The U.S. economy ended 2022 on a sustained strong note. Payrolls continued to grow beyond expectations. Unemployment stayed low. Wages were still growing...

The modern contact center is a comprehensive customer experience (CX) hub, built to ensure customer satisfaction and help businesses thrive in a digital age. It is an omnichannel environment designed to align conversations across...

In today’s hyperconnected, increasingly personalized marketplace, customers expect more than ever. Their expectations of excellence haven’t waned in the face of ongoing challenges like COVID-19, supply chain disruptions, and understaffed businesses; it’s quite the...

The call center industry is facing a concentration crisis, with background noise levels exacerbating stress and limiting productivity in the workplace. When IRIS Audio Technologies surveyed 500 contact center agents in the U.K. and...