Author: Nathan Weatherford

The COVID-19 pandemic fundamentally altered daily life essentially across the board. Everyone had to adjust their lifestyle. From grocery shopping to working, it all required a change. And, as the situation calms and states begin to reopen, it’s time for a new adjustment; a shift toward the “new normal” is on the horizon.   But it isn’t just people who have to adapt. Companies also need to...

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How customers interact with companies is fundamentally changing due to COVID-19. Additionally, their customer experience (CX) expectations aren’t the same as they once were because of various shifts in sentiment and accessibility.   Shelter-in-place orders prevent many people from heading to businesses for assistance, leaving them relying heavily on technology. Additionally, the percentage of the population that is struggling is increasing rapidly, changing the overall climate.   Companies that...

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The COVID-19 outbreak is fundamentally altering the working world. Traditional contact center environments don’t allow for social distancing, making them less than ideal as the threat of coronavirus continues to loom. Additionally, shelter-in-place orders are increasingly common. As a result, much of the workforce has to stay home.   In harder hit areas, employees may fall ill. This could cause them to miss work, even if telecommuting...

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Your digital customer experience plays a big role in your company’s success. When the user experience is subpar, you miss out on customers; it’s that simple.   In contrast, companies with an exceptional digital customer experience tend to thrive. They often outperform their less CX-oriented competitors financially, leading to higher revenues.   As a result, it’s wise to find ways to improve CX, ensuring you can meet or exceed...

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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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While chatbots aren’t a new technology, they’ve only recently become a large part of the customer service landscape. Companies around the world embrace bots for their ability to handle everyday customer interactions without the need for human intervention.   Even if a chatbot can only give preprogrammed responses based on preset triggers, they are still impressive. Plus, they seemingly become more capable each day, especially with the...

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With the new year on the horizon, companies typically spend a moment looking back. By examining various KPIs, you can do more than just measure your success; you can also set goals to ensure you stay on target the next year. By integrating contact center benchmarking best practices into the process, you can create a functional roadmap.   Contact Center Benchmarking Best Practices   Contact center benchmarking best practices...

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As each year passes, the use of artificial intelligence (AI) increases. It is making its way into a variety of business systems, including those that impact the customer experience (CX). One of the most well-known versions is the chatbot, a conversation-driven tool that enables customers to get answers to basic questions or gather more information without speaking directly with an employee. However, this is far...

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For many companies, a contact center cloud migration is a critical operational goal. By shifting to the cloud, your business has the ability to provide an omnichannel customer experience, bolster services for remote customer service reps, and to scale operations at a moments notice. Cumulatively, each of those points can enhance CX and boost productivity, creating a better experience for all involved.   However, planning for a...

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When companies work to improve the quality of the customer experience, they frequently focus on their employees. Businesses may offer training, evaluating metrics to monitor performance, or otherwise concentrate on the impact of the individual contact center representative to determine if progress is being made. While you can certainly gain valuable information and improvement using this approach, it also leaves out a critical part of...

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