The Execs In The Know CX Marketplace is a robust, dynamic solutions showcase where senior corporate decisionmakers can share valuable peer-to-peer insights into a wide variety of potential business partners.
It’s long been acknowledged that the deciding factor for consumers when they’re choosing between products and brands is often the customer experience. Since this is such a longstanding idea, why is it imperative that organizations take a closer look at and reimagine their CX strategies now? We...
At some point, nearly everyone has experienced the frustration of a long wait time when contacting a brand’s customer service line. Whether it’s elevator music or having to repeat their issue to multiple advisors, customers can be wary of contacting customer service. The numbers don’t lie:...
Choosing the right customer service platform for an ecommerce business is no easy task. Brands should make sure the technology they use is capable of handling the various needs of their shoppers, easy to access in order to train their agents, and worth the price. The wrong decision can be...
Building out proactive service is key to creating stronger customer relationships that ultimately increase long-term value. Every channel has the opportunity to employ proactive customer service strategies when brands use the right tools, training, and automation to execute them. Let’s take a...
The contact center industry had to quickly adapt to new challenges in the wake of the COVID-19 pandemic, from handling more complex calls to adjusting to remote work. Those who stay up to date with industry trends can more easily and quickly pivot in response to market changes. We predict...
My team and I are partnering with several healthcare and medical clients to help implement processes, invest in technology and identify people to better understand patient experience (PX), from how it impacts business to the best way to monitor and assess effectiveness. The industry is in the...
Moving your healthcare contact center to a cloud solution can have many benefits for your organization. Cloud-based contact centers can help reduce costs, increase security and compliance, make scaling and reducing scale flexible, and offer more features and more ways of communicating with...
Improving the patient experience (PX) in healthcare has become increasingly important as healthcare organizations compete to acquire and retain patients. Just as businesses in other industries have learned, organizations that set themselves apart by increasing customer and patient satisfaction...
Watch the full podcast here: Or click here to just listen to the audio. You’re going to love our guest Leslie O’Flahavan and her refreshing take on the way we empathize with customers. She’s passionate about shifting the burdens off of CX agents so they can focus on...
When purchasing software, contact centers often overlook key factors, meaning their new software is not the all-in-one solution they were hoping for but rather a band-aid unable to fix a larger problem. And the resulting low performance metrics, agent turnover, and lost profits only cause...