There is no definitive right or wrong way to create a customer journey map, however, many people create the map only to see it sit as a decoration. […]
Many companies know the value of customer experience and the positive impact it can have on business. Executives agree that a positive customer experience is important, but they […]
Customer experience shouldn’t limited to emails and phone calls; it should be spread across every imaginable channel including social media, live chat, knowledge bases, texting, and more! In […]
Companies spend a lot of money on customer service and support and executives are always on the lookout for new technology to improve the experience of their customers […]
Most executives are aware by now that having a solid social media presence can be advantageous for their companies. Customers want engagement from the brands they support and […]
Anybody who has worked in a contact center knows it can be emotionally draining work. Contact centers can benefit greatly when their agents are being led to handle […]
Customers in this era desire fast, sometimes immediate, service that is personalized to their needs and experiences. In addition, they want to be able to reach your company […]
In a recent article, Ernan Roman discusses a type of shopper that will account for over one trillion dollars in sales this year; webrooming consumers. Basically, a webroomer […]
Do your contact center agents do whatever they can to make customers happy? According to a recent article by Jeremy Watkin, a customer service agent making a connection […]
A recent article by Neha Mirchandani discusses cloud-based contact center solutions and how they can improve a company’s customer experience. Many companies are now shifting to using cloud […]