Customer Experience

Workplace trends come and go. From the hierarchical corner office setups and cubicle rows that dominated most of the 1900s to open-plan campuses with free lunch and foosball that came with the internet boom...

People tend to focus on the amount of time they spend on hold when they think about what’s wrong with customer service. But I’m convinced that it is the agent—the person who answers the...

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...

Even the most effective measures will not impact the company’s ability to deliver an exceptional experience if the feedback cannot be translated into improvements at the point of contact. Leading-edge organizations regularly analyze behavioral...

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...

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...

The Customer Experience Professionals Association (CXPA) defines an outstanding CX practitioner as someone who “inspires excellence in all aspects of the CX discipline and elevates everyone involved to a new level.” Speaking with Ian...

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...

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...

Still reeling from the dramatic effects of the COVID-19 pandemic, organizations see a future of constant change and continued challenges in their efforts to connect with customers. On top of reorienting operations and building...

Customers want to be contacted, but how that is done will shape their impressions of organizations and ultimately their loyalty. Being alerted to a new deal can save customers money and/or provide them with invaluable...

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...

Customer care is vital to any brand’s continued success—and its ability to provide this support service directly impacts both customer satisfaction and loyalty. That impact can be positive or negative depending on customers’ experience...

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...

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...

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...

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...

Publisher’s note: Rob has kindly written and expanded on this article for Contact Center Pipeline he first wrote and published on LinkedIn titled “Where Have all the People Gone?” The COVID-19 pandemia have changed the...

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...

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...