20
May
2020

How Contact Centers are Responding to the COVID-19 Crisis

“While we’re not back to ‘business as usual,’ we are starting to see business reopen and adapt to a new normal,” said customer service expert Shep Hyken. We tend to agree with Hyken’s assessment, but for contact centers specifically, what does “business as usual” in this “new normal” look…

How Contact Centers are Responding to the COVID-19 Crisis

14
May
2020

10 Tips to Set KPIs to Align with Your Company’s Goals

We are surrounded in our day-to-day world by metrics and measurements that track how we are doing, from the gauge in our cars that ensures we aren’t speeding to the number on the bathroom scale we might not agree with at times. Despite the comfort level with metrics in our…

10 Tips to Set KPIs to Align with Your Company's Goals

12
February
2020

How to Make Customers Fall in Love with Your Brand [infographic]

by Jason Sterns “How do I love thee? Let me count the ways.” That phrase, from Sonnet 43 by Elizabeth Barrett Browning, would be music any brand’s ears… were it coming from a customer. But the question uppermost on the minds of customer service and CX professionals is, “How…

How to make customers fall in love with your brand

14
January
2020

7 Pivotal Contact Center Trends for 2020

Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future. Some, such as the use…

7 Pivotal Contact Center Trends for 2020

12
November
2019

3 Drivers of U.S. Contact Center Agent Attrition & 1 Cost-effective Solution

I consistently hear from contact center professionals that attrition in 2019 is higher than ever, and many new-hire classes intended to accommodate seasonal ramps fall short of recruiting goals. But agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact…

3 Drivers of U.S. Contact Center Agent Attrition & 1 Cost-effective Solution

13
August
2019

5 Ways to Transform Contact Center Customer Experience in 2020

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved.

30
July
2019

Customer Service Is Changing in 2019 Salesforce Report Says

I’ve been on a customer service trends kick lately talking about how changing customer expectations affect churn and customer satisfaction with contact centers is down. In the post, I focus on the ways customer service trends are changing in 2019, drawing highlights from Salesforce’s third annual State…

18
July
2019

Chatbots or Humans: Which Will Win for Customer Service?

The story of Paul Bunyan, the giant lumberjack accompanied by his sidekick Babe the Blue Ox, looms large in American folklore. One part of his story, popularized by Disney, involves a showdown between Bunyan, yielding his double-bladed ax, and a steam-powered chainsaw. A competition — “Man vs. Machine” —…

Chatbots or Humans: Which Will Win for Customer Service?

19
June
2019

How Changing Customer Expectations Affect Churn

It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology, such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change. In its 2019 Customer Expectations Report, customer service software company Gladly…

06
June
2019

Customer Satisfaction with Contact Centers Down, New Report Says

Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years. Property and casualty insurance providers…