News & Insight

Category: Customer Service
It Pays to Connect with Dialogue Your engagement specialists must be able to connect uniquely as a human to your customers. Tasked with improving overall customer experience (CX) metrics, you know there’s something different that your engagement specialists should be doing when it comes to customer interaction, but what exactly is that? How can you increase dialogue without sacrificing customer-facing metrics? Read More
Was it good for you? How ditching metrics-driven engagement can transform your reference specialists into communication masters Leaders in the customer experience (CX) industry know that they need to make pivotal choices about the ideal customer engagement in the contact center. You may have great specialists with high efficiency metrics, but those metrics may not mirror customer satisfaction scores. And, if it's not good for your customer, it certainly isn't good for your brand. Read More
Are you killing your call center with compliance-driven metrics? Creating a unique customer experience that enhances your brand requires juggling compliance while embracing dialogue. If your business requires strict compliance protocols in the contact center, it may seem impossible to integrate spontaneous dialogue without sacrificing efficiency metrics. But, if your focus remains solely on compliance-driven metrics, you may be killing your call center. Read More
It Takes a Village: The secret behind why CX metrics remain flat The old African proverb says it takes a village to raise a child, leveraging the cultural context of community. The same is true in the call center to improve customer experience metrics. Why have customer experience metrics remained flat despite contact center technology becoming more sophisticated and widespread? Read More
4 Customer Engagement Predictions for 2017 Advancements in digital communication and intelligent engagement will continue to drive customer interactions in the year ahead, using insights and data from the expanding network of connectivity to better understand customer behavior, habits and preferences. 2017 will focus on harnessing big data to help brands improve and personalize customer experience. Here are four customer engagement predictions for 2017. Read More
4 Customer Engagement Tips for the Holidays ‘Tis the season for holiday steals, deals, sales and promotions. The holiday shopping season brings retail brands the opportunity to drive sales, maximize revenue, and strengthen their customer engagement. Every customer interaction offers the opportunity to create a positive brand experience and drive brand loyalty. Read More