Author: Derek Roush

While the light at the end of the tunnel is getting brighter, that doesn’t mean the world will return to where it was before once the pandemic ends. This has a direct impact on how companies need to view the customer experience (CX) moving forward, as post-pandemic CX won’t necessarily resemble the pre-pandemic landscape.   Ultimately, the pandemic has fundamentally altered customer habits and expectations. While the...

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Often, it feels like enhancing the customer experience (CX) means constantly shifting your focus. In many ways, CX is a moving target, as customer sentiment and perceptions are rarely stagnant. Not only are your company’s decisions exerting their influence, but there are also external factors that alter the landscape.   However, that doesn’t mean positive change isn’t possible. If you want to boost CX, here are three...

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While the customer experience (CX) landscape is increasingly virtual, that doesn’t mean it should lack the human touch. Humanizing your digital experience is often crucial, ensuring that interactions involving automated voices, artificial intelligence (AI), and other technologies don’t feel overly mechanical.   By humanizing your digital experience, you can imbue a sense of caring, warmth, and support that may otherwise be missing. Additionally, you can make certain...

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COVID-19 was a disruptor. Contact centers often had little choice but to transition to new operating models, typically by sending employees home to work remotely. While many hoped that the coronavirus would be a short-term event, it proved to be anything but. As a result, COVID-19 and the technologies it made necessary are now poised to shape the 2021 contact center.   While we may not know...

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When you need to find a way to stand out from the competition, look toward your customer experience (CX). Through CX, you have the ability to build loyalty, generate positive word of mouth, and separate your company from the pack.   While many companies want to improve CX, figuring out how to create meaningful change isn’t always easy. Thankfully, by following certain best practices, you can make...

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Having a customer-first mindset is touted as a good thing. It ensures your company focuses on the needs of your customer base, adapting to them as required.   However, a customer-first mentality, when improperly implemented, can also set your company up for disaster. It may cause you to compromise your core values, lose your overall focus, and even hinder your operations.   By following a few best practices, you...

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Unified communications as a service (UCaaS) has grown in popularity. Many of the solutions are cloud-based, creating an inherent flexibility. Plus, they centralize various forms of communication, making it easier for employees to collaborate using their preferred approaches.   The benefits of UCaaS became incredibly clear in the early days of COVID-19. Companies that had these solutions in place adapted more quickly to the situation, particularly if...

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Managing remote agents and employees is inherently challenging. However, due to the COVID-19 pandemic, doing so is essential. Telecommuting is likely going to be the standard for the foreseeable future. As a result, having the best remote work technologies in place is increasingly critical.   With the right remote work technologies, you can eliminate obstacles, boost productivity, facilitate effective communication, and more. Your employees will become increasingly...

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Many contact centers had to shutter their doors, sending their employees home to work remotely, due to the COVID-19 pandemic. While much about the paradigm is different, one typical activity that can be especially challenging to handle is coaching a remote contact center team.   Managers have to ensure that their teams stay on target and meet productivity and performance standards. In a traditional workplace, this process...

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The COVID-19 pandemic has led to unprecedented changes in the workplace. Contact centers sent the vast majority of their agents home, providing them with tools that allowed them to work while respecting stay-at-home orders.   Today, the situation is highly varied. In some parts of the nation, reopening plans are moving forward. In others, spikes have required states to reconsider their approaches, at times even rolling back...

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