Customer Experience

Customer experience (CX) is now a make-or-break proposition for businesses. In fact, 73% of customers point to experience as a primary factor in their...

“One and Done” is one of many monikers used to identify the importance of meeting and completing the customer’s objective on the first contact....

Throughout the month of May, our readers have been heavily focused on the role technology plays in improving our contact centers, as well as...

When it comes to interacting with brands these days, customers are firmly in the driver’s seat. They’re used to reaching out when and where...

In a business world that’s becoming increasingly digital, how can contact centers stand out from the crowd and thrive? The New Normal is one...

Unified communications and collaboration (UCC) applications can be considered as the electronic solder that holds the contact center together. These solutions facilitate outside and...

There has been much chatter recently about Generative AI. So, let’s deep dive into it and discover how it can help contact centers. Generative AI...

Success: achieving and exceeding your goals, whether personal or in an organization, is its own reward. But it is great when you are recognized. Virgin...

Congratulations to Kathleen Peterson, author of two of the Top 5 Blog Posts for the month of April! In her first article "The Future...

Customers are arguably edgy in these uncertain times, what with the lingering COVID-19 pandemic, the economy, global and domestic political chaos, and the climate...

One would think that with all the conversations about chatbots, social, and increasingly video channels, on text and visual communications, that speech, yes voice,...

Area of expertise: I am a plain language writing expert. I help customer care organizations improve the quality of their written communications with customers. I...

Customer experience (CX) is the key to building brand loyalty in a post-COVID world. And poor CX costs enterprises $75 billion annually (Forbes). Many...

As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our...

As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. Contact center associates...

Some call it the new normal. However you describe the evolving work environment, retail and call center managers know one thing for sure: the...

Exceptional customer experiences (CXs) are critical to short- and long-term business success. Because of this, it’s instrumental to have a detailed understanding of what...

There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed...

As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access,...

This month, our readers were quite interested to learn from Kathleen how to use Game Day strategies to evaluate their Contact Centers. Over in...