CX Is About to Change (Again)
Much has been written about the impact of the pandemic on just about everything, including what it means to be a customer. Check-ups and...
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...
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...
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!...
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...
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,...
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...
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...
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...
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...
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...
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...
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...
