Author: Nathan Weatherford

While speech analytics is a relative newcomer to the scene, its potential for improving the contact center landscape is significant. The technology has the ability to look beyond what’s being said, effectively reading between the lines to derive greater meaning from conversational exchanges.   Finding ways to elevate the contact center experience is a common priority from a customer and operational perspective, and speech analytics has the...

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When companies reflect on the customer experience (CX), the tendency is to focus on the emotional. The goal is to make customers happy, ensuring a positive experience leaves a great impression.   While there is certainly a degree of art involved in a CX journey, you should also make your approach to CX scientific. By doing so, you can not only accurately assess customer behavior, perception, and...

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We live in an increasingly digital world. While many adjustments to company operations are based on functional efficiency, the customer experience (CX) has also become a major priority.   Businesses understand that CX can be crucial to their success, creating opportunities to separate themselves from the competition and improve public perception. However, few harness the power of digital transformation specifically to boost CX.   By letting CX drive digital...

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For contact centers, an exceptional customer experience (CX) is essential. Great CX can serve as a differentiator, ensuring you remain ahead of the competition. It can also generate positive word of mouth, lead to better reviews, boost customer loyalty, and spur sales.   Most companies want to enhance CX, though many struggle with figuring out precisely where to begin. While feedback options like surveys can give you...

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As the new year draws near, companies begin to look toward the future. For many companies, this means reviewing their customer experience (CX) strategies. They look for CX-boosting opportunities to propel them forward, ensuring the new year brings them greater success.   If you want to enhance CX in 2021, picking the right CX-boosting resolutions is a must. If you don’t know where to begin, here are...

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Having a robust CX program is essential. Without a strategic approach to customer experience management in place, you miss out on critical opportunities to enhance your offerings in ways that matter most to buyers.   A great customer experience breeds loyalty, leads to positive word of mouth, and increases spending. That’ why having an exceptional CX program is a must. If you don’t know where to begin,...

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When you operate a remote contact center, it’s hard to know whether your remote agents are as productive as they could be. You can’t simply walk by their workstation and check, and that can be frustrating.   Luckily, some technologies can make it easy to monitor your remote agents. The trick is, you have to use these solutions the right way. Otherwise, you may cross the line,...

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The COVID-19 pandemic remains a highly fluid situation. Experts are concerned about an upcoming resurgence. If one occurs, reopening efforts may have to be paused or, potentially, rolled back. This can be incredibly concerning for contact centers, particularly those that were underprepared for the initial shutdowns and rapid shifts toward remote work.   Luckily, supporting contact center continuity during COVID-19 is possible. By transitioning to the cloud,...

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Due to the COVID-19 pandemic, the business world is quickly embracing the remote-first paradigm. But remote workforce challenges typically arise, even when your employees are tech-savvy and highly agile. Working from home requires significant process updates, some of which make common tasks more difficult than they were originally. Additionally, when an employee struggles, they may not know who to turn to or how to reach...

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Customer experience (CX) has been a priority for many companies for years. However, even if leaders consider it strategically important, and choose to invest heavily in it, not every CX program is going to deliver positive results.   Even a seemingly tiny misstep can cause a CX program to ultimately fail. Considering how critical success is to long-term growth, ensuring your company is in the best shape...

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