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Stick to Your Lane: How a Contact Center Partnership Can Reinvent Your CX
Let’s start our story with a man named Jim. A coffee connoisseur, Jim opens a café where he whips up a great cup of coffee but isn’t exactly skilled at brewing up good customer service. He and his staff try to handle complaints themselves, but all they know about is coffee and not so much on how...
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Employers can’t afford to be complacent when it comes to retaining great employees. However, certain jobs, especially routine-based jobs with few growth opportunities, have notoriously high...
Have you noticed how many companies tout themselves as CX leaders? Marketing agencies and data warehouse firms claim CX supremacy through their data and digital prowess. Communication and feedback...
Consumers are generating incredible amounts of data each day. Consider this: It’s estimated that Google processes over 70,000 search queries every second, which translates to about 5.8...
It’s time to let Walter go. You look at his list of transgressions next to your coffee, your coworkers chatter nearby, and keyboard clicks trickle in the background. You two talk—it...
Business leaders have long wish lists for improving the customer experience, but competing priorities pose significant hurdles to transforming the experience, according to new research. Meanwhile,...
Organizations have realized the amazing benefits of providing customer-centric cultures that create moments of ‘wow’ for every step of the customer journey. But along the way, have we...
Efforts to understand and improve the customer experience have evolved from a niche strategy into a key differentiator for companies worldwide. Companies are making strides in analyzing the...
There is no time like the summer to kick back and read a good book on customer experience. My personal favorite this year was Bruce Craven’s Win or Die, an incredibly insightful and fun take...
One of the hottest contact center topics in 2020 will be hybrid human and AI workforces, according to the State of Customer Service 2020 report by the Incite Group. Contact centers are increasingly...