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Four Tips to Engage and Empower Your Workforce

An engaged workforce is a fundamental business driver for an organization’s success. And forward-thinking business leaders are striving to gain and retain high levels of employee engagement...

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Breaking Up Is Hard to Do: Three Ways to Make Returns Painless for the Customer and the Company

A major component of the retail customer journey is returns. Customers invariably decide to return products that aren’t the right size, the right color, the right type, or the item simply...

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A Customer-Centric Approach to Addressing the Competitive Forces Shaping Mexican Telecom

Last September, this blog post outlined how deregulation in Mexico’s telecommunications market would fundamentally change the customer experience. These changes include how the entrance of...

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Ten Things to Ask Yourself About Automotive Customer Experience Technology

In recent years, the automotive buying journey has been transformed by digital technology. From consideration, evaluation, and purchase, digital channels serve as the primary information-gathering...

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A Growing Demand for In-Line Analytics

More companies are gaining greater interest in the use of in-line analytics, and you may be wondering why. Here’s an explanation given a historical perspective. I have spent more than 20...

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On the Path to Super Associate Success

Behind every great contact center associate is an equally efficient knowledge base system, and vice versa. Therefore, as brands seek to cultivate an emerging breed of super associates, care...

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Three Steps for Adopting Advanced Analytics in Financial Services

Because innovation breeds differentiation, brands are eager to pursue constant change. Financial firms, in particular, continuously struggle to break free from the stale, stagnant strategies that...

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Love Your Customers by Listening to Them

The dialogue between you and your customers is the lifeline of your business. The media industry has a bevy of digital and traditional tools for communicating with their customers. Online forms,...

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Why Attribution is Critical to an Omnichannel Customer Experience

The omnichannel customer experience has become a must-have for retailers, but businesses still struggle to provide a seamless, interconnected experience. And without an attribution model, companies...

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Five Ways to Turbocharge a New Healthcare Contact Center

As healthcare companies enter year two of the Affordable Care Act, a top priority for many healthcare insurers and payers this year will be to attract new members. Through 2014, more than 12...

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