Customer Experience

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...

I know, I know. Last time you heard from me, in my January 2022 column in this magazine, I told you I was retiring....

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...

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...