Customer Experience

Contact centers too often face what I have termed as the “CX (customer experience) Calculation Discrepancy” that exists between some contact center platforms. And...

“Our abandons have shot up!” declared a supervisor. “The new system must be dropping calls!” It was a Monday morning during the summer of 1997...

Overhead projectors. Pagers. One-line red LED tickers. These were the early ways we shared our call center statistics. It is incredible how much the contact center...

The term “powerhouse” can mean a person, team, or organization that has a lot of energy, strength, or skill. In the world of business,...

In December 2024, DMG Consulting conducted our annual global survey of enterprise, customer experience (CX), contact center, and customer service leaders concerning their business...

Coming in at the top of February's most read blog posts is Steve's Research Report showing predictions for contact centers in the U.S. in...

Organizations spend countless hours and resources trying to reduce friction in customer interactions. However, they’re missing out on a vital fact: not all friction...

In today's tumultuous environment, customers have less patience for long on-hold times and response times and for incomplete service when contacting organizations. But contact...

Throughout the month of January, our readers were focused on planning and strategizing for the year ahead. Lori starts off by walking us through...

It is always important to remember, as we enter the New Year, to focus on what truly counts and that is people. For contact...

As 2024 has come to an end, ContactBabel has looked at the thousands of surveys we’ve carried out with contact centers and customers in...

Kathleen kicks off the top 5 this month with Part 1 of her two-part series on The Fine Art of Contact Center Management. She...

Technology is evolving at an increasing rate. In the battle for best-in-class customer experience (CX), keeping up with the latest innovations is key to...

Welcome to the Top 5 Blog Posts in November. Topping the list this month, Kathleen warns of the downside to prioritizing cost-cutting measures, such...

Customer expectations are outpacing the reality of what retailers can deliver in today’s experience economy. Consumers are looking for fast, first-contact resolution during service...

In today’s rapidly evolving digital landscape, payment trends and challenges have become critical focal points for contact centers worldwide. As the primary touchpoint for customer...

Boeing CEO David Calhoun made a statement recently about Boeing’s safety issues. He spoke of an “overexercised” supply chain and factory and this has...

Fraud, unfortunately, has become pervasive in customer interactions, whether these take place in person, online, or yes, through the contact center. The challenges become...

2023 was the year of Generative AI (Gen AI). There were significant levels of investment in advancing machine learning and deep learning technologies resulting...

To kick us off this month, Barry details how AI can help organizations manage and navigate the complexities of today's customer interactions. Next, John updates...