Customer Experience

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...

“The best offense is a good defense, but a bad defense is offensive.” —Gene Wolfe, American Science Fiction Writer "The best defense is a good...

When it comes to contact center business continuity and disaster recovery (BC/DR), and cloud migratory challenges, one voice has been notably absent from the...

As we enter 2023, it’s never been clearer that we are living in a world created by a global pandemic. It upended how organizations...

One of the best, most insightful articles on customer service I’ve read in some time - one that pinpoints the inherent conflict or dialectic...

Our top 5 posts for January are set to start us off on the right foot for 2023. Our Advisory Board offers their insights...

When the customer experience (CX) fails, both the product and the service, but critically the customer service (see my recent blog No Excuses for...

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...

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...

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...

Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is...

Technology cycles come and go, but with cloud and digital transformation becoming so pervasive, the contact center space has never been poised for so...

Throughout December, our readers have focused on two big topics over on the blog: how to provide the best customer experience via an omnichannel...

The disruption never stops. Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere –...

“Adaptability is an essential quality for successful leaders. Without it, you could remain too rigid and not allow yourself to...

Providing excellent customer service, support, sales, and billing relies on having the right numbers of the skilled contact center agents at the right times....

“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...

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...

At contact centers, human interactions matter. According to the 2022 CX Leader Trends & Insights report, 80% of customers indicated that positive experiences increase...

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...