customer experience

Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be...

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we...

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...

Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help...

For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven...

There are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s...

As the first generation raised on the internet, millennials’ experience with technology has rewritten the playbook on how to create unique and exceptional customer...

If you run a call center, change is familiar. The functionality and technology are more advanced than ever before. Beyond that, the expectations of...

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,...

This is my own personal idiom… and it will be the basis of my Idiom Insights columns for 2018. The contact center industry is...

Matt Wilbanks understands what it’s like to try to retain customers who never reach out when there’s a problem. As CEO and co-founder of...

What does it take to improve agent satisfaction and retention? Today, one of the key topics of discussion in most contact centers is the high...