Customer Experience

Apr 24, 2018

Making Customer Service Personal

If you want personalized customer experiences from your Contact Center, personalize your agent experiences. Routine contact center calls are increasingly being handled by Interactive Voice Response (IVR) systems. That means agents are handling the remaining calls, which are increasingly complex. This calls for critical thinking and personalized problem solving. Contact center customers desire a personal connection, along with an effective and efficient experience.1 This connection requires better-skilled and more engaged agents. A highly-engaged agent creates a more effective connection with the customer and an improved customer experience. But one size does not fit all; creating agent engagement requires the right strategy and personalization. An investment in employee engagement initiatives can lead...

If you want personalized customer experiences from your Contact Center, personalize your agent experiences. Routine contact center calls are increasingly being handled...

Feb 13, 2018

Contact Center: Talented Managers are Force-Multipliers

Contact centers are trending toward super-agents who can engineer superior customer experiences. What kind of managers will be needed to support these...

Contact centers are trending toward super-agents who can engineer superior customer experiences. What kind of managers will be needed to support these...

Nov 20, 2017

Contact Center: You Get What You Measure

These are transformative times for contact centers. There are a few essential activities you might consider as you plan or implement your...

These are transformative times for contact centers. There are a few essential activities you might consider as you plan or implement your...