Customer Experience

Our top 5 posts for January are set to start us off on the right foot for 2023. Our Advisory Board offers their insights on trends we should expect to see for our centers...

When the customer experience (CX) fails, both the product and the service, but critically the customer service (see my recent blog No Excuses for Poor Disaster CX), there are essential steps to take to...

I’m seeing contact center trends change, and how could they not? Coming out of the COVID-19 health emergency, consumer life is largely returning to more familiar patterns and expectations when it comes to...

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst of the COVID-19 pandemic appears hopefully behind us. The economy—and...

Area of expertise: Building Emotionally Intelligent and Adaptable teams. Developing human capital through diverse tools and techniques. What is your background in the industry? I have worked in the Contact Center industry in various roles supporting CX...

Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation...

Technology cycles come and go, but with cloud and digital transformation becoming so pervasive, the contact center space has never been poised for so much fundamental change. Legacy-based contact centers have long operated separately...

Throughout December, our readers have focused on two big topics over on the blog: how to provide the best customer experience via an omnichannel approach and navigating the challenges of recruiting, training, and retaining...

The disruption never stops. Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere – and it’s causing an abundance of unhappy customers. The worst...

“Adaptability is an essential quality for successful leaders. Without it, you could remain too rigid and not allow yourself to get ahead of the curve or shift when you notice...

Providing excellent customer service, support, sales, and billing relies on having the right numbers of the skilled contact center agents at the right times. But ensuring that critical task is accomplished successfully appears to...

“Spare me” is an idiom defined as, “Don’t bother continuing to tell me that; I don’t believe or care about whatever you’re saying.” This definition runs on a loop for many Contact Center agents these...

Company 2Ring CEO/Founder Ondrej Smolar Founded 2001 Describe your company 2Ring is an independent software vendor focused on innovative enhancements for many of the major contact center platforms (Amazon, Cisco, Five9, Genesys). 2Ring solutions always provide...

At contact centers, human interactions matter. According to the 2022 CX Leader Trends & Insights report, 80% of customers indicated that positive experiences increase the likelihood of return purchases. On the other hand, negative...

Find Out What the Data Reveals. Change. It’s inevitable, as they say. But over the past few years it’s felt like the world as we know it has been transforming at lightspeed. During the early...

I know, I know. Last time you heard from me, in my January 2022 column in this magazine, I told you I was retiring. And I did. For the most part. I’ve found retirement to...

The French writer and editor, Jean-Baptiste Alphonse Karr, created this wonderful phrase “plus ça change, plus c’est la même chose,” which roughly translates to “the more things change, the more they stay the same.” I...

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you pair that with mounting support inquiries, it’s clear that many...

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which Kustomer built their business. Only in business for seven years...

There has always been, and will continue to be, a blend of predictability and unpredictability when managing inbound customer contacts. When there is a planned event, like a new product or service launch, upgrade,...