How Embracing Digital Customer Service Can Create Brand Advocates

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are no longer only one-to-one phone calls but also include public...

What, Exactly, Makes for Great CX?

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. “Improve first-call resolution,” or “Capture customer feedback.” In the confusion of how words such...
Try Omnichannel in Your Contact Center Again

Try Omnichannel… Again

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children could come in handy right about now! Omnichannel (OC) is not new, or untried, but it is...
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five years, with 194 in 2018. What’s behind these mergers? Sure,...
It’s Time to Rethink Your Approach to Supporting Customer Service Agents

It’s Time to Rethink Your Approach to Supporting Customer Service Agents

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work, seamless omnichannel options for customers, and fair, accurate scheduling. But...

CX Satisfaction Starts with Your Brand Advocates

Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations to consider the conversations they are having with their customers....
QA in an Omnichannel World

QA in an Omnichannel World

Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be it voice, text, chat, social media or email. Companies generally are...
Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering a solid omnichannel CX. After all, that journey has become...
Reaching Millennials Through Authentic Omnichannel Experiences

Reaching Millennials Through Authentic Omnichannel Experiences

As the first generation raised on the internet, millennials’ experience with technology has rewritten the playbook on how to create unique and exceptional customer experiences. They matured alongside web and mobile, so adaptation to...
Leveraging Digital Channels, Part 1

Leveraging Digital Channels, Part 1

There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of leaving. But how do you help customers, and retain them, if you never hear...
Improve Call Center Content Consistency with AI Infused Knowledge

Improve Content Consistency Across Channels with AI-Infused Knowledge

eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents. According to a recent survey of 500 contact center agents by...
Key Metrics to Include in Your Call Center Omnichannel Strategy

What You Need to Know About Omnichannel

In this final post in our omnichannel series, we asked our panel of industry experts to pinpoint the most important thing for leaders to understand about developing an omnichannel strategy. Previous posts in this series...
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