Author: Derek Roush

The COVID-19 pandemic created challenges many companies weren’t prepared to handle. However, as time passed, organizations adapted. They figured out how not only to remain productive but how to better serve their customers. Along the way, some powerful CX lessons were learned, some of which continue to provide value as companies prepare a return to more traditional approaches.   Here’s a look at CX lessons many companies...

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During the COVID-19 outbreak, stay-at-home orders altered how people could move around in their local areas. Plus, companies had a new safety concern that had to be managed, leading to fundamental changes in the workplace paradigm. Often, this meant turning in-house staff members into remote contact center employees.   While some companies had already embraced the telecommuting approach, hiring remote teams to handle a range of contact...

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The COVID-19 pandemic has rattled the world and captured the attention of the masses. Additionally, the coronavirus outbreak caused dramatic shifts in how people live and work. Stay-at-home orders are increasingly common, and getting access to certain products has become a daunting task.   In light of the COVID-19 outbreak, many companies are adjusting their customer experience (CX). After all, the landscape has changed. Businesses need to...

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Essentially no company is free from competition. Embracing contact center strategic changes that allow you to stand out is essential. Otherwise, you can’t outpace other organizations in your sector in the critical customer experience (CX) arena.   Planning an effective contact center strategy means considering how you can enhance CX. Customers favor companies that offer an exceptional experience. And, if you fail to meet expectations, your business...

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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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Keeping track of tech terminology is challenging. Many terms connect with one another and have a similar look or sound. User experience (UX) and customer experience (CX) fall in that category. And, while UX and CX are related, they represent incredibly different things.   What is UX?   UX typically refers to the mechanisms through which a user interacts with a digital product. This can include the visual design...

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The customer experience (CX) is increasingly being viewed as a potential differentiator, a way to separate your company from the competition, drive customer engagement, and mold your brand’s reputation. While some businesses enlist the help of CX experts to ensure their strategy will yield positive results, many others decide to handle it in house. The leadership team assumes they know how to enhance the customer...

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Today, companies need to have robust solutions in place that are highly scalable. Often, many in-house contact center systems are innately limited, hindered by an organization’s existing infrastructure and hardware capabilities. By transitioning to a Contact Center as a Service (CCaaS) solution, companies get a highly capable and scalable system delivered via the cloud.   With a CCaaS solution, businesses get the same functionality they would find...

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The customer experience (CX) is becoming increasingly important to companies. Since businesses offering stellar CX differentiate themselves from the pack, embracing cutting-edge CX solutions needs to be part of your strategy. Today, real-time CX technology is making waves in nearly every industry, allowing organizations to adapt and respond with greater ease and faster than those without it.   If you are wondering what real-time CX technology is...

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Today’s buyers put an increasing amount of importance on the customer experience (CX). Common product or service differentiators - like features and pricing - aren’t always enough to stand out from the competition, particularly if several companies have somewhat similar offerings. However, CX can differ greatly, and that creates an opening for businesses that want an avenue for attracting more customers.   Customer perception is impacted by...

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