Stringent adherence to policies and procedures rather than occasional exceptions may cost companies customers.
Preference management solutions can be used to drive proactive customer care initiatives.
Deciding what your business values brings clarity and a greater sense of purpose for you and your customers.
In the contact center environment, it's crucial that agents are given the tools to provide exceptional customer service. Here are some suggestions on how to carry that out.
Evaluating a new cloud-based contact center platform partner? Make sure you include these items on your checklist.
Incorporating video into your contact center environment makes for a more personalized customer experience and, in turn, stronger loyalty.
Using speech analytics to create personality models, agents are better matched with callers, yielding stronger engagements.
Latest Temkin Group Customer Service report reveals a service decline in 13 industries
A new report finds that there are wide margins between what companies think their customers want when it comes to support, and what their customers really want.
The company is continuing on its growth trajectory.
Does the customer always come first, or does agent happiness? Five9's Freedom aims to make both sides happy by providing streamlined technology that promises to boost the customer experience.
Though interactions will now be more quick and seamless, there are some caveats.
Video capabilities not only provide protection from compliance violations, but can further customer relationships.
There were a few surprises on Forrester's 2015 CX Index.