Customer Experience

Of all the lines of business contact centers serve, healthcare is arguably the most important, for peoples’ lives depend on it, but also at the same time challenges exist. About a quarter of healthcare...

In the consumer packaged goods (CPG) space, whether a brand views customer service as a powerful marketing tool or as a cost of doing business, one thing is certain: customer experience (CX) is vital...

It was September of 2020. I was about to launch a business. As a corporate spinout, we had some advantages: a battled-tested product, our first customer, a mature team, and we had raised venture...

This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can improve both the employee's remote work experience and the customer's...

When we train new agents in healthcare about caller authentication, we view it as a key to unlocking secure access to their medical records. Verifying callers and their identities ensures that only authorized individuals...

The past few years have been turbulent for the customer experience (CX) industry. It all started with the COVID-19 pandemic, which forced three million U.S. contact center employees to work from home in a...

Post-Millennials, iGeneration, Plurals, GenZers, no matter what you call them, your business depends on them. So, you better understand who these customers are. Gen Z is a large and growing percentage of online consumers, with...

Jacobi heads up August's Top 5 Blog Posts with a plan for how to combat the contact center concentration crisis caused by excessive background noise. Next up, Rebecca explains how AI can aid our...

Contact center wait times have tripled due to high turnover, the ease of switching jobs remotely, and lonely customers, Bloomberg reported. Even as we emerge from the COVID-19 pandemic, but watchful for new variants, contact...

Forecasting economic futures is challenging, but business success depends on it. The U.S. economy ended 2022 on a sustained strong note. Payrolls continued to grow beyond expectations. Unemployment stayed low. Wages were still growing...

The modern contact center is a comprehensive customer experience (CX) hub, built to ensure customer satisfaction and help businesses thrive in a digital age. It is an omnichannel environment designed to align conversations across...

In today’s hyperconnected, increasingly personalized marketplace, customers expect more than ever. Their expectations of excellence haven’t waned in the face of ongoing challenges like COVID-19, supply chain disruptions, and understaffed businesses; it’s quite the...

The call center industry is facing a concentration crisis, with background noise levels exacerbating stress and limiting productivity in the workplace. When IRIS Audio Technologies surveyed 500 contact center agents in the U.K. and...

There continues to be many and, if anything, more and expanded ongoing conversations and examinations on how to ensure contact center agent productivity. For good reason. Today’s business environment is marked with multiple challenges...

This month, the top question on our readers' minds is this: Will Chatbots Replace the Need for Contact Centers? Jump into our top article and let us know your thoughts in our one-question survey!...

For decades, many companies have used cookies to gain insights into their customers; it is one of the most prevalent tactics to gather customer data. This approach has proved to have several issues,...

My company, TransUnion, is a global credit information services provider which operates in dozens of countries around the world. TransUnion provides both regulatory-defined and fee-oriented services to consumers in those markets. We are a...

Michele Rowan, President of Work From Home Alliance, just released her Q2 Survey on what others are doing regarding their office work locations. Learn more at Michele’s upcoming Work From Home/Hybrid conference scheduled...

The contact center industry has battled various challenges over recent years, such as high employee turnover, low first contact resolution rates, an excessive number of technology tools flooding the workplace, and the resultant customer...

I recently had the pleasure of speaking with Denis Francoeur regarding his recent Podcast, Enhancing Customer Service in a Personalized Contact Center. Denis talks about the evolution of contact centers, how expectations have changed...