Customer Experience

One would think that with all the conversations about chatbots, social, and increasingly video channels, on text and visual communications, that speech, yes voice,...

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...

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...

As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our...

As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. Contact center associates...

Some call it the new normal. However you describe the evolving work environment, retail and call center managers know one thing for sure: the...

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...

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...

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,...

This month, our readers were quite interested to learn from Kathleen how to use Game Day strategies to evaluate their Contact Centers. Over 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...

“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...