How best-in-class firms differ from others and how you can turn your company into one.
Posted January 20, 2017
Automation will play a greater role in shaping customer experiences, but don't completely overlook the human element.
Posted January 13, 2017
The contact center is part of any company's life blood, not a cost to be reduced.
Posted January 06, 2017
Quality assurance programs must be improved if customer experiences have any chance of getting better.
Posted December 23, 2016
Respected and engaged employees provide better service to customers.
Posted December 16, 2016
Consumers are hard-wired to hate down time, but poor digital experiences persist despite the scientific imperative.
Posted December 09, 2016
Mobile offers a lot of big-time benefits to customer service, but CX leaders will need to build the business case.
Posted December 02, 2016
Customer communities, knowledge bases, self-service options, and analytics are all smart investments right now.
Posted November 18, 2016
Using video in the contact center extends the sense of connection between customers and agents.
Posted November 11, 2016
Engaged contact center agents are a sure-fire way to keep costs under control.
Posted November 04, 2016
Service training is good for specific situations, but education goes far beyond.
Posted October 21, 2016
Your contact center is the company's promise-keeper, so it needs to be given priority.
Posted October 14, 2016
Better customer engagement with contact center agents leads to increased loyalty and retention.
Posted September 30, 2016
Best practices only work if they work for your particular organization.
Posted September 23, 2016
End users should review their contracts when their contact center system vendors are acquired.
Posted September 16, 2016
Tips for creating an engaged workforce that will ultimately lead to happier customers.
Posted September 09, 2016
Using social media as a customer service tool, companies can expect huge revenue increases.
Posted September 02, 2016
Using low-cost channels doesn't mean service should be unrewarding.
Posted August 26, 2016
More mature organizations are making salespeople out of their customer service agents.
Posted August 19, 2016
Speech analytics, when combined with other analytics types, can provide real benefits in real time.
Posted August 12, 2016
Don't assume that all promoters will automatically start spreading positive word of mouth.
Posted August 05, 2016
England's decision shows that governments still have a lot of work to do when it comes to CRM.
Posted July 22, 2016
Is it time to admit that marketing is going to be the major player in making contact center strategy over the next 10 years? It is, and it's already happening.
Posted July 15, 2016
Tips for avoiding the pitfalls of symptom-based management.
Posted July 01, 2016
Musical tastes aside, companies' on-hold choices say a lot about their attention to demographic details.
Posted June 24, 2016
Mass personalization at scale is possible with the Internet of Things.
Posted June 17, 2016
Here's a list of what you should...and shouldn't...do to get and keep my business.
Posted June 10, 2016
Customer effort scores can be used to improve customer service, but only if used properly.
Posted May 27, 2016
Knowledge management helps contact center agents find information quicker, speeding customer responsiveness.
Posted May 13, 2016
Increasing demand from customers means that companies can't operate the way they did years ago.
Posted May 06, 2016
Manage people, processes, technology, and strategies to mitigate agent attrition.
Posted April 29, 2016
It's time to look at more than just price when comparing cloud and on-premises platforms.
Posted April 22, 2016
Engaging customer service employees requires a clear vision that is communicated to everyone.
Posted April 15, 2016
The technology is 35 years old and it needs to change for the millennial workforce.
Posted April 08, 2016
Automated phone systems and agent interactions need to make customers feel welcomed and appreciated.
Posted April 01, 2016
Contact centers should deliver personalized and proactive customer service, and here's how to do it.
Posted March 26, 2016
Every interaction is a moment in truth that can turn customers into brand advocates.
Posted March 18, 2016
Our well-intended efforts to improve the customer experience have backfired, and we actually made things more complicated for ourselves.
Posted March 11, 2016
Look at the experiences you are providing customers to keep them coming back to you.
Posted March 04, 2016
In the world of social media, companies need to respond to customers, and they can't afford to wait.
Posted February 26, 2016
Tread lightly when venturing into the Internet of Things for customer service, but know the potential is great.
Posted February 22, 2016
Employee surveys should uncover more than just the problem with the coffee in the break room.
Posted February 12, 2016
The use of cloud contact center technologies is on the rise, but companies still need to do more to maximize returns.
Posted February 05, 2016
Using the right data in the right way can make all the difference when looking to create better customer experiences.
Posted January 29, 2016
Companies must equip their contact centers to handle digital and omnichannel customer inquiries and provide a means for self-service support.
Posted January 22, 2016
Knowing how your business reacts to change can help you prepare for new challenges.
Posted January 15, 2016
Omnichannel customer experience environments are now expected. Here's some advice to get you started.
Posted January 08, 2016
Don't just assume that you know what your customers want or need; ask them.
Posted December 18, 2015
Consumers want fast and personal responses when reaching out via email with questions or concerns.
Posted December 11, 2015
The rise in digital channels requires contact centers to address new metrics for agent performance.
Posted December 04, 2015