Every Event an Opportunity

How CX Agents Can Become Customer Advocates

How CX Agents Can Become Customer Advocates

Agents like helping customers. Happy customers buy more and require less service. It is a simple equation that too few companies recognize. A myopic focus on servicing cost creates a reverse incentive for customers, agents, and business partners to select alternate providers for their products and services.

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It’s Time to Orchestrate the Customer Experience

It’s Time to Orchestrate the Customer Experience

Historically, businesses engaged in customer service have implemented new systems to address missing capabilities or to improve efficiency. With the number of overlapping capabilities in the marketplace, that mindset needs to shift toward designing solutions with an eye toward experience orchestration rather than simply adding more systems to address changing business conditions.

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3 Steps to A More Proactive Customer Experience Strategy

3 Steps to A More Proactive Customer Experience Strategy

People hate calling contact centers. However, many companies that seek to create a customer experience strategy that leads to an improved experience are often hindered by the use of flat success measurements such as Net Promoter Score (NPS) or Customer Satisfaction (CSAT).

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The Benefits of Knowledge Capturing and Knowledge Management

The Benefits of Knowledge Capturing and Knowledge Management

Effective knowledge capture is the first step to leveraging the tacit knowledge retained by your employees, partners, and customers to improve your organization. Still, it’s only the first step. As they say, knowledge is power, but what is knowledge without appropriate management to ensure its dissemination to the people who can best act upon it?

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The Complete History of Customer Service Operations

The Complete History of Customer Service Operations

When does customer service begin? For your customer, it begins with the first perception they have of your business. However, it’s the first interaction between customer and business—in-person, over the phone or online—that gives businesses an opportunity to build a relationship.

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Three Call Center Metrics You Should be Tracking – But Probably Aren’t

Three Call Center Metrics You Should be Tracking – But Probably Aren’t

When it comes to measuring the success of your customer call center, there’s no shortage of lists telling you which metrics to track. Many of these focus on Average Handle Time, with Case Processing Time close behind. Call Volume is a big one too. In fact, almost every resource out there lists these, along with First Call Resolution, Drop/Abandonment Rate, and Average Time in Queue among the “top ten most important” call center metrics.

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Delivering The Orchestrated Customer Experience: Why – And How – We Need To Rethink The Contact Center

Delivering The Orchestrated Customer Experience: Why – And How – We Need To Rethink The Contact Center

Customer expectations have changed dramatically in recent years, both in the B2B and the B2C worlds. “The Amazon Effect,” as it’s often called, created a paradigm in which every retailer can deliver goods ordered within 24 hours, businesses are always open, and customer service responds promptly, even at 2:00 AM. While many retail businesses were quick to catch on, other industries have been slower to adapt.

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