As the world becomes more and more digital-first, customers aren’t the only ones opting for easy, digital experiences. Brands are too. Companies looking for an easy way to stay connected with customers in digital channels have catapulted contact center as a service (CCaaS) platforms, powered by underlying communications platform as a service (CPaaS) Read more>>>

Retail loyalty programs have historically offered simple transactional benefits such as free shipping, discounts, rewards, free gifts, point collection, and VIP tiers with first access to products, sales, or experiences. The logic is simple—a customer belonging to a loyalty program has a stronger propensity to spend more and return to the brand again Read more>>>

Our client, one of the largest credit unions in the United States, has been working with Concentrix for two decades. Back in 2013, when IVR technology was just starting to grow beyond simple call routing, we developed its first dual tone multi-frequency (DTMF) banking application. If “press 1 for checking” sounds familiar, it’s because many applications Read more>>>

Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most overlooked from a skills development perspective. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. COPC Read more>>>

Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES) . Consultants have set up entire businesses profiting from this discourse. However, this ongoing argument about the “right” metric is misguided. Competing on traditional Read more>>>

The global business process outsourcing (BPO) market is currently valued at over $260 billion and is expected to exceed $500 billion by 2030, according to Grand View Research . Outsourcing markets like the Philippines and India are well-established, but saturation, high turnover, and intense competition for labor are among the concerns in these and Read more>>>

COPC Inc. and the COPC Standards Committee, a group of global customer experience (CX) experts overseeing the evolution of the COPC CX Standard , meet twice a year to ensure the Standard continues to adapt to the changing dynamics of the industry. On April 16 th , Mastercard hosted the bi – annual meeting in Dublin, where discussions Read more>>>

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management . We continue our discussion by examining what qualifies as sound design and what to consider while creating a balanced scorecard. Striking the perfect balance in a scorecard is essential for maximizing Read more>>>

Have you ever seen a walking path that gets you from point A to point B…but it’s the long way around? Sure, the architect thought it was a good design, but it’s not the way we want to go, so we take a different path – a shortcut. The result? A journey that isn’t working the way it was designed. Customers are often faced with multiple choices – multiple Read more>>>

The world of now is always slowing down the world of the future. Brands and enterprises want their strategies on a sound footing before dedicating the time, process, and people to realizing them. Which means experiments, like the metaverse, may have to overcome some obstacles before seeing investment. Many technologies, when taken individually, Read more>>>