You Gotta Get Moving to the Cloud: 5 Reasons You Need to Think about Cloud Migration if you want to Deliver Better Customer Service July 18, 2019 (July 25, 2019) What determines a low-friction customer experience? In the past, it was pretty straight forward. Call in, get a nice agent on the line, get your problem fixed promptly — and you’re set. Nowadays, things are a bit more complicated. As…Read More
You’re Failing Your Agents and It’s Not Your Fault: Redefining Agent Performance to Supercharge Your Customer Service Experience [Webinar Recap] July 16, 2019 (July 16, 2019) In 2020, 75% of contact centers will still fail to meet customer expectations. Putting old customer service strategies on repeat means also pressing repeat on the past 25 years of stalled CSAT scores. For more than two decades, CSAT scores…Read More
Keep up with these Customer Experience Trends to Stay in the Competition: 5 CX Trends that are Changing the Game July 10, 2019 (July 10, 2019) How often do you go back to a restaurant whose wait staff is lazy? What about if you had to wait two hours for your food? How likely are you to order clothes from a website if they don’t offer…Read More
Your Frontline Agents’ Manifesto: 3 Things Your Customer Service Agents Will Tell You About Your Digital Transformation Strategies (Plus 1 They Won’t). July 9, 2019 (July 10, 2019) Companies that don’t engage their frontline managers and employees in transformation efforts only see a 3% success rate. Your agents’ voice and experience matters to transforming your business and reaching your goals. Customer experience is flagged as the highest digital…Read More
9 Forrester Digital Transformation Statistics You Must Know to Give Your Customers the Digital Customer Experience they Demand July 3, 2019 (July 10, 2019) Digital transformation isn’t about bolting new tech on to your old problems. At its core, digital transformation is about ditching tired tactics and making a wake where true innovation and creativity can ride. But companies struggle to abandon their decades-old…Read More
Start to Wow your Customers with Your Service: 5 Ways Adding a Digital Customer Journey Exceeds Expectations of the Modern Customer July 2, 2019 (August 1, 2019) “Alexa, order more laundry detergent please.” That’s all it takes to cross something off my to-do list now. And last week, I sent a couple of emails about a pair of shoes that were out of stock, and within a…Read More
Boost Employee Engagement by Creating a Coaching Culture Where Your Agents Thrive June 27, 2019 (August 1, 2019) Phones are ringing back to back. You’ve got an inbox full of unread emails. Agents are calling out to you, escalating calls with upset customers who will only speak with the manager. Some days it seems like your agents can’t…Read More
Your Contact Center’s Data Shouldn’t be an Afterthought: How Custom Dashboards Offer Up a Critical View of Your Customer’s Satisfaction while Driving Employee Engagement June 26, 2019 (June 26, 2019) Your contact center is the all-you-can-eat buffet of customer data. It houses all the information you need for a better CX, in one place. From mile-high mountains of interaction data to the delicate insights on how to make their experience…Read More
Keeping your Contact Center Agents in their Seats: Employee Engagement is the Answer to the Aches and Pains of Attrition June 19, 2019 (June 19, 2019) When was the last time someone called into your customer service team just to tell your agents they’re doing a great job? Has it ever happened? Probably not — or at least not often. Your agents are your company’s fixers….Read More
Want to Achieve Omnichannel Nirvana in Your Contact Center? Unthink it! [Webinar Recap] June 18, 2019 (June 18, 2019) The red badge showing the surmounting number of unread emails rotting in your inbox grows to 1,793. Your desk phone is ringing off the hook, often going unanswered. The phone buzzing in your back-pocket is flooded with new text messages…Read More
