Customer Experience

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you...

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which...

There has always been, and will continue to be, a blend of predictability and unpredictability when managing inbound customer contacts. When there is a...

Brands have never been more accessible to their customers than they are today. Whether it’s through a voice call, chatbot, or WhatsApp, or via a...

On the surface, applying chatbots as virtual assistants for agents and directly for customers, and artificial intelligence (AI) in general, can seem like a...

Today, brands must differentiate the experience they provide their customers or risk losing them to competitors. One way to achieve this level of differentiation...

A little while ago I recalled a former agent telling me how excited she was about her new role as a chat agent. She...

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...

In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites...

The COVID-19 pandemic introduced a new age of remote work and accelerated digital innovation in several industries – contact centers were not exempt. But even...

As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck....

It’s no secret that the customer service industry has taken a significant hit throughout the COVID-19 pandemic. Between angry customer phone calls, miscommunication, insufficient...

Robert Bradshaw is the co-founder and president of WiserOwl, a US-based company helping contact centers dramatically improve performance and the customer experience while saving...

Recent research from McKinsey reveals that 71% of consumers expect brands to personalize interactions, and the majority of consumers get frustrated by non-personalized communications....

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...

The focus of conversations about customer experiences (CXs) has generally been on the consumer, namely business-to-consumer (B2C) or B2C CX. But the B2C experiences...

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...

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...

If there is one thing we’ve learned in the past two years during the COVID-19 pandemic, it is the almost continuous need to rethink...

Across the United States, workers are voluntarily leaving their jobs in record numbers. The Great Resignation—a trend being driven by an economic and psychological...