Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all designed to help your company grow!
12
February
2020
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…
13
August
2019
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.
12
December
2018
U.S. brands are out of touch with their customers’ needs says Forrester’s Customer Experience Index, recently released. The result is a “dangerous gap” in consumers’ sense of emotional engagement, connection, and loyalty. “We are living in a market where customers are increasingly free agents and where adoption and abandonment…