Articles
Call-center employees face stressful situations on a daily basis — irate customers, high targets and more. What skills can help them cope?
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It’s one thing to use social messaging apps and another thing to use those apps effectively.
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A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap.
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There is a lot riding on your customer experience and expectations are high. Are you ready to deliver an experience that keeps your customers coming back?
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One elusive element of online interactions is how to build loyalty in a space that too often makes customers feel like just another number.
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Electric utilities are under enormous pressure to reinvent their relationship with customers. Here's some lessons they can borrow from the high-tech world.
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It’s time for marketers to show consumers that rather than being an obstacle, AI is a touchpoint in a frictionless end-to-end experience.
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Context creates a “big picture” that helps us interpret individual data points and take appropriate action in support of our customers.
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The era in which 90% of agents worked in a contact center is over. Work-from-home has become an important part of the agent mix.
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Companies believe self-service has the ability to reduce call center costs and relieve pressure on customer service agents, but it doesn't always go right.
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Companies have turned to CX technology at accelerated rates during the pandemic to shorten wait times and meet customer demand.
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Developing a holistic view of the customer experience creates an ongoing cyclical relationship of trust, repeat business and peer marketing.
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The contact center industry, known for high attrition rates, sees opportunity for improved employee engagement in the midst of the COVID-19 outbreak.
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How can businesses preserve the customer experience at a time when budgets are shrinking?
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