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It is interesting that what we may perceive as relatively “small” touchpoints can have a considerable impact on our customers’ experience. One such area is our music-on-hold experience, and the voices used in greetings...

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with many questions, most of which are different from what your...

If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based systems tend to be more antiquated and less flexible. Cloud-based...

According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Often, companies don’t understand how customer experience and customer service differ or how they...

Conventional wisdom accepts that it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving...

When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an “I’ll get back to you” from a contact center agent....

Do you have the appropriate technology for your staff to work from home during a disease outbreak? Operational service delivery has changed rapidly due to the Coronavirus. Those organizations that have not had success with...

Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside without fresh air every day, and they share bathrooms and...

It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just...

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like Net Promoter Scores (NPS) and Customer Satisfaction (CSAT)? Join me...

For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one channel, multiple channels or are looking to transition to an...

Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic...

As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s typically easy to get high customer scores in the purchase...

As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid! While we are still some ways off from having animatronic co-workers and...

People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out, they expect to receive the same level of service regardless...

What do NASCAR drivers Kyle Busch, Martin Truex, Jr., and Jimmie Johnson have in common? Each driver qualified for the 2017 Monster Energy NASCAR Cup Series. They’ve each seen their share of the winner’s...

To facilitate more seamless workplace collaboration, many organizations have adopted expansive, unencumbered workspaces, deployed with unified communications (UC) systems. Such a footprint is designed to foster collaboration. Yet it often comes at the cost...

There is one thing that becomes immediately evident to Teleopti’s contact center clients—that this is a company that walks the talk when it comes to customer care. In fact, the global provider of workforce...

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording and coaching programs have gone stale. Trapped under heavy versions...

Customer expectations are skyrocketing, making the need to provide seamless, effective service more important than ever, regardless of the size of your contact center. But what if the cost of workforce optimization software exceeds...