Customer Experience

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 money. Contact Center Pipeline recently spoke with Robert about how...

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. What’s driving this? In short, the shift toward digital channels...

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 connect with customers. On top of reorienting operations and building...

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 are, to a considerable extent, driven by the business-to-business (B2B)...

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 convinced that it is the agent—the person who answers the...

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 Have all the People Gone?” The COVID-19 pandemia have changed the...

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 and adjust business strategies and tactics in order to adapt...

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 shift as employers struggle to tempt unhappy staff to return...

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 of in-person and digital to a digital-first (and often digital-only)...

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And contact centers collect a bounty of information from a growing...

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 channels of their choice. Yet in B2B there is a...

“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 like this become commonplace across consumer-facing websites, shifting from those...

Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a key reality for many employers right now: as the U.S....

Customer service professionals often make an all too human mistake: they imagine that the person on the other end of the line is someone who’s like them. This type of implicit bias can take...

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 of in-person interactions. The Great Resignation. Looming labor shortages. All of...

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 service models. Increased customer expectations, supply-chain issues, and new work-from-home...

This month, our top blog posts are all about the people in our industry. Our authors share insights on everything from agent hiring and coaching, to creating a diverse, equitable, and inclusive culture 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 of contact center management and its three driving forces: Random...

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 and about to get worse. People are buying more, but...

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 ability to navigate and execute in an era of...