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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...

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...

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...

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...

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...

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...