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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...

While the light at the end of the tunnel is getting brighter, that doesn’t mean the world will return to where it was before once the pandemic ends. This has a direct impact on how companies need to view the customer experience (CX) moving forward, as post-pandemic CX won’t necessarily resemble the pre-pandemic landscape.   Ultimately, the pandemic has fundamentally altered customer habits and expectations. While the...

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...

Often, it feels like enhancing the customer experience (CX) means constantly shifting your focus. In many ways, CX is a moving target, as customer sentiment and perceptions are rarely stagnant. Not only are your company’s decisions exerting their influence, but there are also external factors that alter the landscape.   However, that doesn’t mean positive change isn’t possible. If you want to boost CX, here are three...

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...

While the customer experience (CX) landscape is increasingly virtual, that doesn’t mean it should lack the human touch. Humanizing your digital experience is often crucial, ensuring that interactions involving automated voices, artificial intelligence (AI), and other technologies don’t feel overly mechanical.   By humanizing your digital experience, you can imbue a sense of caring, warmth, and support that may otherwise be missing. Additionally, you can make certain...