In the first part of this blog series, Defining a Great Customer Experience – Starting at the Top, we talked about the difficulties in defining a great customer experience, how it's more than just “Delivery > Expectations, and how a great experience...
On May 23rd, I attended the 2017 Argyle Customer Experience Leadership Forum. The event is on its fifth year and is known for bringing together leading executives to discuss pressing issues that customer experience professionals are facing as they...
Your customer’s smartphone can get you ahead of competition. “If companies simply maintain the status quo, their organizations face customer defection. 64% percent [of decision makers] say that risks of not adopting new customer service technologies...
Whether you are an SMB or a global enterprise, here’s some advice that should help you strategically and tactically to get the most out of your call center. Follow these tips and you’ll have a leg up on the competition and be well on the way to a...
Enterprise Connect was such a success this year! Attendance was up, speakers were fantastic, and what a great location! The show was in Orlando, Florida at the Gaylord Palms, March 7-10. On the cloud contact center session track, most buzz was...
You’re considering partnering with a cloud contact center provider that looks like the real deal. This company offers a high-quality customer service platform, around-the-clock support and more.
For many people, it may well be easier and preferable to connect with your business via a channel that they are already active on versus picking up the phone or initiating a live chat. In recent years, social media was moved swiftly into the realm...
The future is here, are we?
The largest transformational lifestyle changes we are experiencing are related to huge advances in data communications and storage technologies. Come to think about it: it is much easier to search today than memorize - we...
Savvy businesses understand the importance of efficient, effective customer support—maintaining a good relationship with an existing customer means more sales, better word-of-mouth, fewer returns, and ultimately, more profit. So if you’re looking to...
It’s been a joke for over a decade, but the time’s rapidly approaching when using a telephone to make actual phone calls will be a rare, strange thing. The rapid evolution of alternative communication technologies such as messenger apps, VoIP...