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Lyft has customer experience examples worth crushing on

Customer Experience Examples from Lyft: 7 Ways The Company Soared to the Top of Charts and Gained a Loyal Following [Monthly Brand Crush Post]

February 12, 2020 (February 12, 2020)

In the eyes of your customers, only 12% of brands have made significant improvements to their customer experience over the past several years. Companies race to outpace competitors, but it seems fewer do so with customers (not dollar signs) on…

Customer Experience | 12m read

5 call center efficiency tips to serve customers faster (and better)

Finding the Balance with Call Center Efficiency: 5 Tips for Improving Efficiency and Empowering your Agents

February 11, 2020 (February 11, 2020)

Picture this: You order a dining room chair from your favorite online retailer. It’s delivered, you unbox it, and, as you’re assembling it, realize it’s missing a leg. Ugh. You dig through the discarded debris of packaging, find the number…

Customer Experience | 13m read

Build call center routing strategies for the omnichannel customers

How to Build Effective Call Center Routing Strategies: Use Logic & Actions for Omnichannel Routing to Reduce Effort in Your Customer Experience

February 5, 2020 (February 5, 2020)

When I call my doctor’s office, I’m immediately greeted by a self-service menu with a host of options. I can press one to connect to someone in the scheduling department. I can press two to speak with billing. Or, I…

Customer Experience | 9m read

Finding Greater Success as a Leader in your Call Center: 5 Soft Skills Every Manager Needs to Get a Leg Up on the Competition

February 4, 2020 (February 3, 2020)

I graduated from college with a Bachelor of Arts as an English Major and everyone asked me, “Are you going to be a writer? A teacher? What are you going to do with an English degree anyway?” And then I…

Leadership | 13m read

How to start an RFP: Get the 6-Step Steps (and a magic trick to fix broken feature images!)

How to Start an RFP for Call Center Software Today: Your 6-Step Guide to Choosing a Partner Vendor who Elevates your Customer Experience

January 29, 2020 (January 29, 2020)

Choosing a contact center vendor from a crop of hundreds of doppelgangers isn’t easy. But as customer expectations rise, contact centers like you, turn to new technology and third-party partners to transform your customer experience. You realize decades-old platforms no…

Call Center Software | 11m read

Check out our free guide to running your call center

How to deploy a call center system that maximizes agent performance (and engagement)

The Road to Deploying a Call Center System Doesn’t Have to be Bumpy: 4 Essential Steps Toward a Smoother Transition with New Tech

January 28, 2020 (January 28, 2020)

Business is all about competition. Today, the big player in that competition is customer experience. A survey by Harris Interactive found that a quarter of U.S. adults don’t feel loyalty toward any type of brand. And, 56% of those surveyed…

Call Center Software | 12m read

How to coach agents for better employee performance management

5 Tactics to Pocket for Future Coaching Sessions with your Agents: Coach Using Data to Improve Employee Performance Management in your Contact Center

January 23, 2020 (January 23, 2020)

Only one in four employees think that their managers deliver meaningful feedback, or that the feedback they get helps them work better. What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them…

Leadership | 10m read

Stay tuned to learn what metrics to measure for improved contact center performance

Be the Company Superheroes: What Metrics to Measure in your Contact Center to Save your Customers and Build Brand Loyalty

January 21, 2020 (January 21, 2020)

A couple of years ago, Tommy Reese, Deloitte’s Contact Center Strategy Manager said, “If you treat the client like gold, then they’ll continue to buy from you and other sales will follow.” And, while that doesn’t necessarily shed any new…

Industry Insights | 12m read

A Customer Experience to Watch: Learn 5 Examples of Good Customer Service from Alaska Airlines [Monthly Brand Crush Post]

January 15, 2020 (January 20, 2020)

Too often we hear about companies failing to meet customer expectations. News cycles are flooded with messes companies can’t clean up and with negatives we all can’t seem to escape. But what about all those companies that are crushing it?…