Customer Experience

This month, Michelle kicks off our top 5 with a math equation to take our CX to the next level: CX + EX +...

Call centers know that a stellar customer experience (CX), whether it’s servicing customer issues or calling a potential buyer, is critical for generating positive...

The idiom “rules of engagement” has its roots in military action. It has been applied to business when it comes to codes of conduct,...

Stop me if you’ve heard this one before. You’re waiting on the phone to connect with a customer service agent. Once you connect, you...

As seen by slower mall traffic and stacked boxes on doorsteps, online shopping remains on the rise and shows no signs of slowing down....

A market shattering move into a UCaaS offering “You’re joking, right?” “So what’s the catch?” These are the most common questions, among others, that have...

Proximity is defined as “the property of being close together.” The concept of “Land of Opportunity” is one in which individuals have ample chances...

According to research by Gartner, companies focusing on a total experience (TX) strategy will beat their competition by as much as 25% in terms...

Business process outsourcing (BPO) first gained traction in the late 1990s and has undergone a dramatic transformation since those early days. In its infancy,...

Mark McKinney starts off the top 5 this month with his article unpacking the FCC's recent rulings. He explains the rulings and how they...

What comes to mind when you think of fantastic customer experiences (CXs) you’ve had? If you’re like me, I think of the agent who went...

As the saying goes, “You can’t please everyone.” But when it comes to business, pleasing your customers should always be your top priority. Developing long-lasting...

The idiom “on the same wavelength” conveys the idea of mutual understanding from a shared perspective and highlights the significance of harmony in viewpoints....

Fully remote, direct-to-patient (DtoP) contact centers - linking patients at home with agents at home - are becoming an increasingly popular way for healthcare...

Throughout May, our readers are learning how to best wield the latest technologies to improve their CX. First, Brendan and Heather offer insights on...

The term “intangible” is often described as something that is elusive or challenging to define. On the other hand, “access” is all about finding...

If you’ve ever called customer service to dispute a bill, cancel a service, or return an item, there’s a chance the conversation could end...

Brands rely on data to understand the customer journey, resolve friction points, and surface opportunities to shape and improve their product or service. Data...

Good customer service is powerful. In addition to building trust, a positive customer experience (CX) drives loyalty and retention. Existing customers are more likely...

In an era characterized by rapid digital transformation and staffing shortages, the importance of data entry and accuracy has become a central pillar in...