Customer Experience

According to research by Gartner, companies focusing on a total experience (TX) strategy will beat their competition by as much as 25% in terms of satisfaction. Both for customers and employees. In a tough...

Business process outsourcing (BPO) first gained traction in the late 1990s and has undergone a dramatic transformation since those early days. In its infancy, BPO primarily revolved around cost savings. Companies were looking...

Mark McKinney starts off the top 5 this month with his article unpacking the FCC's recent rulings. He explains the rulings and how they can affect your center, as well as what you can...

What comes to mind when you think of fantastic customer experiences (CXs) you’ve had? If you’re like me, I think of the agent who went the extra mile to solve my issue or kept me...

As the saying goes, “You can’t please everyone.” But when it comes to business, pleasing your customers should always be your top priority. Developing long-lasting relationships is crucial to any company’s success, and customer service...

The idiom “on the same wavelength” conveys the idea of mutual understanding from a shared perspective and highlights the significance of harmony in viewpoints. Within the context of Contact Center leadership, achieving this unity...

Fully remote, direct-to-patient (DtoP) contact centers - linking patients at home with agents at home - are becoming an increasingly popular way for healthcare providers to stay connected with their patients. These centers have...

Throughout May, our readers are learning how to best wield the latest technologies to improve their CX. First, Brendan and Heather offer insights on data management in our centers. Next, Margaret makes the case...

The term “intangible” is often described as something that is elusive or challenging to define. On the other hand, “access” is all about finding a way to enter a particular domain. In today’s Healthcare...

If you’ve ever called customer service to dispute a bill, cancel a service, or return an item, there’s a chance the conversation could end in frustration. If it did, your first instinct might have...

Brands rely on data to understand the customer journey, resolve friction points, and surface opportunities to shape and improve their product or service. Data helps identify what customers need or want from your brand...

Good customer service is powerful. In addition to building trust, a positive customer experience (CX) drives loyalty and retention. Existing customers are more likely to try new products and their purchases have a higher...

In an era characterized by rapid digital transformation and staffing shortages, the importance of data entry and accuracy has become a central pillar in customer experience (CX), employee experience (EX), compliance, cost management, and...

Starting off our Top 5 Blog Posts in April, in honor of CCP's 15th Anniversary, Verint reflects on the evolution in customer interaction over these past 15 years. Next, Elaine shares her insights into...

Today’s consumer customers are edgy, impatient, and anxious. Perhaps these are signs of the times. What with the aftermath of the COVID-19 pandemic, fear of disease and also crime, coping with extreme, dangerous weather,...

Retail is where customer service rubber meets the road: literally for in-person shopping but also in eCommerce, and yes in the now-commonplace delivery of packages for a vast range of items. At the point of...

As digital innovation pervades our modern business landscape, it’s hard to argue against the fact that people remain at the heart of any customer experience (CX) journey. And while CX pioneers constantly allude to the...

Fully embracing an omnichannel contact center will fulfill the promise of delivering a customer experience (CX) in sync with modern culture. The evolution from call centers to contact centers is said to have begun in...

The convergence of search engine optimization (SEO) and first-party data has emerged as a powerful strategy to enhance customer experiences (CXs). By combining insights gained from SEO practices with the valuable information collected through...

The last 10 years have revolutionized the way we do everything. Innovative brands from Tesla to Amazon have leveraged technology to create new realities for entire industries. But can you describe a recent exceptional experience...