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The year of emotive customer experience

In today’s Age of the Customer, personal, emotional customer interactions play a critical role in bridging the gap for what disruption and digital innovation alone cannot solve.

10-step plan to personalized customer experience

This 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care.

Does a lack of human interaction cost businesses money?

Never underestimate the power of human interaction. Here are some things businesses should keep in mind as they begin to adopt AI technologies.

How to stop your customer journey from ending with a competitor

This post features tips to ensure the customer journey ends with you.

5 customer service challenges you can solve at Dreamforce

Attending Dreamforce is a great way for companies to continue to evolve their service to meet customer expectations. Here are some common customer service issues, and how you can discover solutions at the big event.

How US businesses and their contact centers are failing customers [INFOGRAPHIC]

NewVoiceMedia released new research today revealing that many US businesses lack the contact center capabilities to meet customer expectations. The study exposes significant and surprising gaps between customer preferences and reality, and suggests that businesses across many different sectors are missing out on opportunities to enhance their customer contact centers with technology that could improve the customer experience,

How UK businesses and their contact centres are failing customers [INFOGRAPHIC]

NewVoiceMedia released new research today revealing that many UK businesses lack the contact centre capabilities to meet customer expectations. The study exposes significant and surprising gaps between customer preferences and reality, and suggests that businesses across many different sectors are missing out on opportunities to enhance their customer contact centres with technology that could improve the customer experience,

Why call centres will be run by marketing in 2020

Every business has two teams that deal with customer communications: marketing and customer service. But they rarely talk to each other. Can you spot the problem with this? The average organisation has a customer service team whose primary function is to react to customer problems. And, in a different department, there's the marketing team, which

How to engage your contact center agents through empowerment

There's a fundamental link between employee engagement and empowerment. Engagement is defined as the extent to which an employee is deliberately contributing to organizational success. This means an employee needs to know how success is defined. An engaged employee also needs to be empowered to contribute to that success. I recently facilitated a webinar in

Why contact centers are increasingly bound for the cloud

Recently, Forrester released a report exploring the current rise in  cloud contact center adoption and how businesses are benefiting from the move to this model  ( Increase Customer Service Agility with Cloud Contact Centers ). We had the opportunity to speak with Kate Leggett, a principal analyst at Forrester, about key insights from this research, and what businesses should keep in

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