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Research: The Future of Customer Service is an Adaptive Workforce

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...

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4 Best Practices to Redefine Back Office Services

Whether it be politics, athletics, or business, what happens in the backlines is just as important as the front. An organization’s back office services work, which includes non-customer...

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Sales Outsourcing: 10 Benefits of Outsourcing Sales

What is sales outsourcing? Sales outsourcing allows you to take advantage of untapped opportunities by leveraging additional salespeople through an outsourcing partnership. From a sales perspective...

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5 ways to build deeper relationships with the modern banking customer

As GDPR, technological advances, and digitalization continue to reshape the landscape, it’s safe to say that finance will never be the same. Organizations need to meet the new expectations of...

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Excellent CX Eludes Most Brands

New research from Forrester finds that the quality of customer experiences is largely at a standstill. Forrester’s 5th annual U.S. Customer Experience Index report found that the overall quality of...

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Cut the Fluff: 3 Practical Tips for Omnichannel Success

Consumers today live in an omnichannel world. They expect to be able to engage with businesses through the channel of their choice at any time and receive a consistent experience across channels....

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VOC Analytics: 5 To-Dos in the New Era of Data

Capturing customers’ expectations, aversions, and preferences—i.e. listening to the voice of the customer (VOC)—is table stakes for most organizations today. It has proven to help...

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How to Tell If Your B2B Website Is Customer-Centric

Marketers, if your B2B website was on a “first date,” would it get a second one? For many websites, the answer is probably “no,” according to recent research by Forrester....

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Become Pitch Perfect with Speech Analytics

This blog was excerpted from the upcoming Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story, delivered in September. Whether riding a bike, acing...

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Contact Center Leaders: Look Back to Look Forward

Customer Contact Week -- a conference focused on customer experience and customer care technology and trends -- recently celebrated its 20th anniversary in Las Vegas. So, how has the customer...

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