Customer Experience

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...

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And...

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...

“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...

Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a...

Customer service professionals often make an all too human mistake: they imagine that the person on the other end of the line is someone...

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...

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...

This month, our top blog posts are all about the people in our industry. Our authors share insights on everything from agent hiring and...

The five factors of Caller Tolerance. (Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science...

Today’s businesses are dealing with many post-COVID-19 pandemic challenges that are impacting customer experience (CX). Like the global supply chain, which is a mess...

The events of 2020 have shown us how everything can change practically overnight. Most people are now accepting that change will continue to happen....

The contact center industry has had to evolve with seismic shifts over the past year and a half. Businesses everywhere shifted en masse to...

A common viewpoint in our industry today is that getting a group of agents to offer a consistently exceptional customer experience is a complex...

In 1988 I wrote an industry article, titled “Life with Multiple Vendors”, which appeared in the Service Level Newsletter, published by ICMI. The message in...

Contact centers have traditionally focused on solving problems and handling questions. Efficiency has been the watchword. But new research suggests that spending a little...

One thing we all have limited patience for is poor customer service. And a recent report found that this issue may be even more...

Are your new employees aware of the multiple ways customers are interacting with your brand? Do they understand your brand promise and what distinguishes...

Customer care is vital to any brand’s continued success—and its ability to provide this support service directly impacts both customer satisfaction and loyalty. That...

Let’s face it. Most folks involved in contact centers today are there to help, provide service or sell something. Customer experience excellence is a...