Customer Experience

“One and Done” is one of many monikers used to identify the importance of meeting and completing the customer’s objective on the first contact. Agents might be resolving a chat, email, or phone inquiry;...

Throughout the month of May, our readers have been heavily focused on the role technology plays in improving our contact centers, as well as how best to find and retain top agents. Chris discusses...

When it comes to interacting with brands these days, customers are firmly in the driver’s seat. They’re used to reaching out when and where they want, from traditional call center channels to websites and...

In a business world that’s becoming increasingly digital, how can contact centers stand out from the crowd and thrive? The New Normal is one of volatility, uncertainty, and change. In other words, prime conditions...

Unified communications and collaboration (UCC) applications can be considered as the electronic solder that holds the contact center together. These solutions facilitate outside and inside team and management communication over multiple channels. They also...

There has been much chatter recently about Generative AI. So, let’s deep dive into it and discover how it can help contact centers. Generative AI is a type of artificial intelligence (AI) that focuses on...

Success: achieving and exceeding your goals, whether personal or in an organization, is its own reward. But it is great when you are recognized. Virgin Pulse provides blended digital and live person-based health and wellbeing...

Congratulations to Kathleen Peterson, author of two of the Top 5 Blog Posts for the month of April! In her first article "The Future is Now..." Kathleen stresses the importance of agent retention, especially...

Customers are arguably edgy in these uncertain times, what with the lingering COVID-19 pandemic, the economy, global and domestic political chaos, and the climate emergency leading to disastrous and too often deadly fire and...

One would think that with all the conversations about chatbots, social, and increasingly video channels, on text and visual communications, that speech, yes voice, is becoming passe for contact centers. But that appears not...

Area of expertise: I am a plain language writing expert. I help customer care organizations improve the quality of their written communications with customers. I help customer service agents write better email, chat, social media,...

Customer experience (CX) is the key to building brand loyalty in a post-COVID world. And poor CX costs enterprises $75 billion annually (Forbes). Many enterprises have addressed these issues but also opportunities by moving...

As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our workforce management game. Tim shares valuable lessons learned from the...

As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. Contact center associates need to be able to quickly assess where customers are...

Some call it the new normal. However you describe the evolving work environment, retail and call center managers know one thing for sure: the industry landscape has changed at lightning speed, and the changes...

Exceptional customer experiences (CXs) are critical to short- and long-term business success. Because of this, it’s instrumental to have a detailed understanding of what occurs during each customer interaction and along the customer journey....

There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed to and accessed from the cloud. Or whether they are...

As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access, and international delays made it tough to get products into...

This month, our readers were quite interested to learn from Kathleen how to use Game Day strategies to evaluate their Contact Centers. Over in our commentary section, Brendan spoke of a big problem in...

As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out call center staff. Yet, with the rate of growth in...