Every customer contact is an opportunity to convince customers to continue doing business with you.
Posted September 19, 2019
Successful customer communities share some common elements.
Posted September 13, 2019
New technologies are renewing the need for call center agents.
Posted September 06, 2019
Here are the many benefits companies can realize with artificial intelligence.
Posted August 30, 2019
Empowering agents to make decisions on the spot creates a better experience for everyone involved.
Posted August 23, 2019
Call tracking improves marketing effectiveness while making the contact center an essential corporate contributor.
Posted August 16, 2019
Making content useful and available is a key to increasing the use of self-service support options.
Posted August 08, 2019
Contact center recordings have a wealth of information, but few companies are using them properly.
Posted August 01, 2019
Virtual customers are coming; Customer service and support leaders must understand the challenges associated with them.
Posted July 26, 2019
Customer service agents face many challenges, but a modern agent desktop could be the answer.
Posted July 19, 2019
Once properly cultivated and incentivized, influencers can share news of their great customer experiences with their followers.
Posted July 12, 2019
Customer service personnel need to leave good impressions throughout the interaction, not just at the outset.
Posted June 28, 2019
Involve agents in setting up self-service processes so they will be more likely to accept and promote them.
Posted June 21, 2019
Companies should make websites accessible and train agents to deal with disabled consumers.
Posted June 18, 2019
Surprises can turn good interactions into memorable experiences that keep customers coming back.
Posted June 07, 2019
Traditional key performance indicators need to be combined with new technologies, like customer journey analytics, to allow companies to anticipate and meet customer needs.
Posted May 30, 2019
Customer intelligence platforms give companies the best chance of determining what customers truly want and being relevant to them.
Posted May 24, 2019
Research shows that agents are more likely to respond to incentives that feed their egos than their wallets.
Posted May 16, 2019
Customer service organizations have to make self-service easy and fast, while still connecting the customer to the right action or answer.
Posted May 09, 2019
Below are seven tips to help companies improve the customer experiences they provide.
Posted May 03, 2019
Customers who advocate for your products are very valuable. Here's how to cultivate them.
Posted April 26, 2019
Training artificial intelligence is a lot like training a new puppy, without all the mess.
Posted April 18, 2019
Brand loyalty requires employees who love what they do and the company for which they do it.
Posted April 11, 2019
The short answer is yes, because AI-based systems improve quality, productivity, and the overall customer journey.
Posted April 04, 2019
Digital enablement doesn't mean replacing voice channels. It should be about supplementing and enhancing them.
Posted March 22, 2019
There are a few important questions to ask when trying to calculate the real worth of the contact center to the company.
Posted March 15, 2019
You need to keep customer service employees engaged and motivated. Here's a list of things to avoid.
Posted March 08, 2019
To get a complete view of customers, companies need to do more with the data they have.
Posted March 04, 2019
Valentine's Day reminds us to show appreciation for our customers all year.
Posted February 22, 2019
As digital disruption takes hold, companies will have a greater need for customer data.
Posted February 19, 2019
Above all else, customer experience leaders want perceived value from the solutions they choose to implement.
Posted February 08, 2019
Shifting demands and market conditions are driving vendors to switch from best-of-breed components to more integrated suites.
Posted February 01, 2019
Networking properly creates opportunities for career and personal development.
Posted January 25, 2019
Staff forecasting takes practice, but avoiding these 10 pitfalls can increase accuracy and credibility.
Posted January 18, 2019
The gig economy can teach contact center operators a few things about employee retention.
Posted January 11, 2019
There will always be a role for humans in the contact center of the future.
Posted January 04, 2019
Contact centers that have improved their customer experiences have empowered their agents with access to the right information.
Posted December 28, 2018
Contact center automation will pave the way for several new types of agents.
Posted December 21, 2018
Don't just thank customers during the holidays; that should be standard practice all year long.
Posted December 14, 2018
Agent-advocates can be your strongest means toward more loyal customers.
Posted December 07, 2018
There are seven key categories of metrics that should be used to measure contact center performance.
Posted November 30, 2018
Service and marketing teams can and should work together to map customer journeys as a way of improving all elements of their relationships.
Posted November 16, 2018
Four tips for selecting the right customer service employees.
Posted November 09, 2018
How close are we to a day when we won't need customer service any more?
Posted November 02, 2018
Traditional QA systems have gotten more robust, but companies aren't using them.
Posted October 26, 2018
The research shows that contact centers using AI see higher metrics than those that are not.
Posted October 19, 2018
Investing in the right people and processes can help reduce agent attrition.
Posted October 12, 2018
Artificial intelligence works best when it is combined with a human element.
Posted October 05, 2018
Customer service reps can be taught sales techniques to provide solutions, not just resolve cases.
Posted September 28, 2018
There's just too much customer data available, and companies that know how to use it will have a clear advantage.
Posted September 21, 2018