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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...

The customer experience (CX) is becoming increasingly important to companies. Since businesses offering stellar CX differentiate themselves from the pack, embracing cutting-edge CX solutions needs to be part of your strategy. Today, real-time CX technology is making waves in nearly every industry, allowing organizations to adapt and respond with greater ease and faster than those without it.   If you are wondering what real-time CX technology is...

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...

Today’s buyers put an increasing amount of importance on the customer experience (CX). Common product or service differentiators - like features and pricing - aren’t always enough to stand out from the competition, particularly if several companies have somewhat similar offerings. However, CX can differ greatly, and that creates an opening for businesses that want an avenue for attracting more customers.   Customer perception is impacted by...

Blending your front and back office is critical for customer service success, allowing you to offer the best experience to customers. The front office typically serves as a customer’s main point of contact and features various communication channels, including digital options that many have begun to favor. It has nearly always been viewed as a critical part of the customer’s journey, ensuring they can access...

Today, customers aren’t just looking for a great product or service. Instead, they want an authentic experience; one that is unique to the company and goes beyond what they may receive from an otherwise faceless, bland chain or monolith in an industry.   This kind of authenticity means injecting what you have to offer with a local flavor or vibe. You need to create a sense of...