How to Manage Multiple Evolving Channels
In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites...
Protecting Data, Payments, Providing Positive CX
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...
WFH for B2B?
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....
Critical Tools to Make Outbound Succeed
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...
Is Cost of Performance the Undiscovered X Factor?
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...
The Door to Personalized (and Secure) CXs
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....
Closing the Engagement Capacity Gap
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...
Changing the Business Experience
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...
Taking Service to the Next Level
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...
Helping Agents Helping Customers
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...
Adjusting Strategies in the New Normal
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...
The Risks, Consequences, and Solutions to Attrition
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...
Conversational AI: The Contact Center’s Superpower
The COVID-19 pandemic has prompted many enterprises to re-think digital transformation and their approach to customer service.
The customer journey shifted abruptly from a combination...
Analyzing the Analytics
Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And...
Strengthening the B2B CX
Serving business-to-business (B2B) customers is similar and yet different from serving business-to-consumer (B2C) customers.
Both types rightfully demand excellent customer experiences (CXs) on the...
Mining for Productivity
“Our call centers are extremely busy at the moment, please only call us if your query is urgent.”
The past 18 months have seen messages...
Supporting the Agent/Customer Experience
Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond.
These trends acknowledge a...
Designing Inclusive Contact Center Experiences
Customer service professionals often make an all too human mistake: they imagine that the person on the other end of the line is someone...
Inside View: Filling The Performance Gaps
Growing customer and senior management expectations. Shifting from in-store retail to online shopping. Working from home (WFH). The rise of digital channels. Video instead...
Building a Human Experience in the Contact Center
For many businesses, the contact center is the primary point for customer interactions, yet COVID-19 has forced these businesses to rethink their sales and...
