Customer Experience

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...

Starting off our Top 5 Blog Posts in April, in honor of CCP's 15th Anniversary, Verint reflects on the evolution in customer interaction over...

Today’s consumer customers are edgy, impatient, and anxious. Perhaps these are signs of the times. What with the aftermath of the COVID-19 pandemic, fear...

Retail is where customer service rubber meets the road: literally for in-person shopping but also in eCommerce, and yes in the now-commonplace delivery of...

As digital innovation pervades our modern business landscape, it’s hard to argue against the fact that people remain at the heart of any customer...

Fully embracing an omnichannel contact center will fulfill the promise of delivering a customer experience (CX) in sync with modern culture. The evolution from call...

The convergence of search engine optimization (SEO) and first-party data has emerged as a powerful strategy to enhance customer experiences (CXs). By combining insights...

The last 10 years have revolutionized the way we do everything. Innovative brands from Tesla to Amazon have leveraged technology to create new realities...

Although inflation has shown signs of slowing down, consumers are still making careful purchasing decisions. And, as we go into 2024, these trends are...