Author: Nathan Weatherford

Shifting call volumes are often challenging to manage. While most contact center managers strive to provide an exceptional customer experience, a sudden influx of calls can lead to less-than-ideal situations. Wait times rise as agents are overrun, and the quality of service may fall as representatives try to navigate the surge of unexpected activity.   Luckily, it’s possible to develop a strong strategy for navigating shifting call...

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If your customer experience (CX) isn’t meeting expectations, there’s a good chance you’re missing out on opportunities. CX plays a significant role in customer satisfaction and brand reputation, both of which play a role in attracting new business and maintaining existing clients.   While updating a CX program may seem like a cumbersome endeavor, if you update your approach using the power of artificial intelligence (AI), you...

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The customer experience (CX) and the ability to meet or exceed customer expectations are increasingly priorities for companies, particularly those operating in competitive business landscapes. Every effort to attract and retain customers is often highly valued, largely in hopes of maintaining or gaining market share by boosting the company’s reputation.   Moving forward, companies can’t simply rely on CX strategies of the past. Instead, they have to...

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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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