News & Insight

Category: Customer Service
Engaging for disaster: Ditch metrics-driven engagement for higher NPS scores Since its creation in 2003, the Net Promoter Score (NPS) has asserted itself as a better predictor of brand performance than customer satisfaction. Most contact centers view NPS as a key indicator of performance, creating metrics-driven engagement in the center. But, are metrics-driven contact centers, striving for high NPS scores, really engaging for disaster? Read More
Designing your contact center for greatness: How communication design increases performance impact Great design lives in infamy and in our imaginations. Take for example the Barcelona Chair (1929), the Sydney Opera House (1973) and the iconic iPhone (2007), which has changed the way we communicate and manage our lives. Great design has impact. So why can’t contact centers be designed for impact and greatness? Does a great customer experience have to exist only in our imaginations? Read More
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