Blog

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...

The COVID-19 pandemic has rattled the world and captured the attention of the masses. Additionally, the coronavirus outbreak caused dramatic shifts in how people live and work. Stay-at-home orders are increasingly common, and getting access to certain products has become a daunting task.   In light of the COVID-19 outbreak, many companies are adjusting their customer experience (CX). After all, the landscape has changed. Businesses need to...

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...

Essentially no company is free from competition. Embracing contact center strategic changes that allow you to stand out is essential. Otherwise, you can’t outpace other organizations in your sector in the critical customer experience (CX) arena.   Planning an effective contact center strategy means considering how you can enhance CX. Customers favor companies that offer an exceptional experience. And, if you fail to meet expectations, your business...

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...

To put it simply, your contact center’s customer experience (CX) matters. In fact, 86 percent of consumers are even willing to pay a premium for better CX. As a result, exceptional contact center CX is business-critical.   But figuring out how to improve your contact center CX isn’t always easy. While you can certainly turn to tried-and-true approaches, like better employee training and robust post-contact review processes,...