How Pokémon Go is Bridging Customer Engagement from Virtual to Reality
Have you noticed the number of people staring at their phone screens in a trance, racing around neighborhoods and public places hunting for an elusive Mewtwo this past week? I just about crashed our...
View ArticleThe Importance of Context Across the Omnichannel Customer Journey
Last week, I finally bit the bullet and upgraded my home Internet service. What served my family well in the past just wasn’t cutting it any more. I believed it was all due to my kids’ Xbox sucking up...
View ArticleSelf-Service IVR To Make Your Customers Twist and Shout
With the end of another school year, graduation parties, and kids kicking up their heels, I’m reminded of the iconic 1986 teen movie about one last-ditch day before graduation, Ferris Bueller’s Day...
View ArticleLearn From Gartner: What Are the Critical Capabilities for Your Contact Center?
The digital revolution has fueled an increase in customer expectations around customer service. Increasingly, customers expect to reach a business over the channel of their choice, any time of day or...
View ArticleIs the Average Handle Time Metric Dead?
We’ve all had the experience of calling customer service to resolve a question or issue only to feel that the agent is rushing us off the phone, needlessly transferring us to another person or even...
View ArticleTailoring Your Omnichannel Contact Center Metrics
If you were a tailor, would you measure just a person’s inseam to make an entire suit and hope they were happy with the end results? In today’s digital world, your contact center needs metrics beyond...
View ArticleToday’s Customer Service Trends Part 1: Incorporating Ease into Your CX
It isn’t news that to sustain competitiveness, we need to stay on top of what customers want and need. By doing so, we create loyal customers who are, on average, worth up to ten times as much as their...
View ArticleMaking the Culture Shift to an Omnichannel Engagement Center
Successfully transforming your contact center into an omnichannel engagement center requires the right technologies to proactively and consistently manage customer interactions and journeys across all...
View ArticleSpring Metamorphosis: eir’s Head of Omnichannel Talks Personalized Self-Service
Just as a caterpillar is slow to make complete transformation into a butterfly, so, too, are legacy contact centers in transforming to omnichannel engagement centers. However, similar to the...
View ArticleRealizing the Economic Impact of Employee Engagement
Ensuring your contact center employees are fully engaged in their day-to-day jobs sounds like a very logical thing. When your employees enjoy their work, everyone is better off—your customers and your...
View ArticleDoes Your Contact Center’s Roadmap Support Your Future Success?
It’s amazing to consider just how far contact center technology has evolved. It hasn’t been that long since the only option for customer service was dialing an 800 number. Today, customers are using...
View ArticleCX 2016: Year Of The Monkey?
If the first two months of 2016 are any indication, the Chinese New Year symbolism of 2016 being “The Year Of The Monkey” could not be more apt. Global markets are volatile. Europe is contending with...
View ArticleMystery Shopping: IVR Style
The saying, “You can’t understand another person’s experience until you’ve walked a mile in their shoes,” delivers sage advice when it comes to providing great customer experiences. You need to see,...
View Article5 Ways to Stop Losing Customers to Long Hold Times
There are few things that customers dislike more than having to wait on hold for service. Besides being subjected to the irritating music and repetitive messages, it’s wasted time that is never...
View ArticleBringing Engagement Back To Customer Relationship Management
Every new year ushers in the opportunity for industry pundits and analysts to predict key trends shaping the market, and 2016 is no exception. If 2015 was any indication, our global customer and...
View ArticleWhy IVR Still Matters in a Digital World
In a recent Ovum survey on customer service, 75% of respondents indicated that they have successfully resolved their issues over the phone, compared with just 11% on a website and 5% via social media....
View Article5 Keys to Changing Self-Service Customer Experience
The demand for self-service customer experience is literally exploding. In a recent survey, Forrester found that self-service was by far the most widely consumer-embraced method of customer service. In...
View ArticleOvercome Your Outbound Engagement Challenges
Are you thinking about modernizing your organization’s outbound engagement solution? If so, you are not alone. While you may be focused on fixing your current challenges with a new outbound solution,...
View ArticleIs your IVR Part of an Omnichannel Experience?
If no, then why not? If you are a retailer, and a customer walked into your store, what would you want your employees to do? Smile? Welcome them? Ask how they can assist? Be informative and helpful?...
View ArticleHow to Avoid Three Epic Customer Service Fails
In a very unscientific poll of my closest friends, I obtained conclusive research data that identifies the top three most annoying and epic customer service fails. The commonality of the fails seem to...
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