Every day, millions of vital service interactions take place between your company and your customers, and there is a lot at stake in your ability to manage and optimize this complex, fast-paced environment, including your brand’s reputation and your economic survival. Faced with an increasing competitive marketplace, the ongoing challenge of any company’s engagement (contact) center is how to extract the insights hidden within these voluminous, unstructured multichannel interactions and...
Keep your consumers coming back with true personalization. Do your employees have ability to read the consumers’ needs and craft conversations? Or have we been here before with that same cookie-cutter approach?
While loading up the shopping cart with deals is probably the most visible part of the wholesale club experience, out-of-store interactions with the brand are equally important to overall member satisfaction.
We’re Not Mind Readers – Why Communication...
You’ve tried everything, but nothing you’ve implemented seems to have a significant or lasting impact on your customer satisfaction metrics. While standard approaches may help you meet certain goals like average handle time (AHT), they don’t...
Building Rapport – Is it an Art Form?
They say you never get a second chance to make a first impression. While the average first impression is typically created within half a minute, in the engagement (contact) center, that timeframe is dwindled to mere seconds. Something as seemingly...
To start optimizing your client engagement call us at +1 (800) 541-1130.