Customer Experience

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety of channels, and forming an ongoing conversation. At the center...

Small and mid-sized companies can no longer be complacent in their customer service, leaving premium customer care services to the corporate giants that can afford it. Companies of every size, in every situation—from trying...

In recent years, a growing number of organizations have demonstrated progress toward becoming more customer-centric. For some, the transformation that began as conversations in the executive suite is now beginning to take root in...

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...

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions and body language were simply innate traits and a process...

According to TheFreeDictionary.com, “face the music” means to “confront unpleasantness, especially the consequences of one’s errors.” The precise origin of this idiom has been lost. Most references believe it “refers to a theater’s pit...

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,...

Last month, we shared insights from industry solutions providers about the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel, as well as the important first steps to take...

Do you ever stop to think about why a particular individual stands out in his or her profession? Many might point to qualities like knowledge, expertise, reliability and superior performance. These are just a...

People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out, they expect to receive the same level of service regardless...

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...

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is just “good enough,” and should not spend the effort or...

As a small or medium-sized business, it’s easy to get complacent. While the big guys scramble to stay ahead of the latest customer care trends, smaller companies move at a slower pace. With resources...

An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction as a primary reason for offering digital channels (73.7% vs....

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But an aversion to chemistry (“my kryptonite,” she jokes) and a...

Last month, some 1,200-plus contact center and operations leaders gathered in Las Vegas for Engage 2015—The Verint Systems Global Customer Conference, where they shared strategies, best practices and lessons learned on the journey 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...

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...

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that is exponentially increasing the ways the voice of the customer...