February 2020

In recent years, the customer experience (CX) has taken center stage. To remain competitive, businesses have to ensure that customer expectations aren’t just met but exceeded.   Most companies understand that CX benefits their bottom line. However, they might mistakenly assume that the enhanced profitability is associated solely with increasing the size of the customer base and improving customer retention.   While those are certainly factors, better CX doesn’t...

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To put it simply, your contact center’s customer experience (CX) matters. In fact, 86 percent of consumers are even willing to pay a premium for better CX. As a result, exceptional contact center CX is business-critical.   But figuring out how to improve your contact center CX isn’t always easy. While you can certainly turn to tried-and-true approaches, like better employee training and robust post-contact review processes,...

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