How can your call center build a customer-centric culture, experience, and reputation? You could come up with a new call routing flow, better call deflection techniques, new talk track scripts, new targets and financial incentives, but those are workarounds, bandaids....
Trust. It is a funny word. It is one of those words that is almost impossible to define without using the word itself. It is also one the most important elements for any successful business or business endeavor - including the buying process. Before we get too...
You just signed the deal. The ink is barely dry; the e-signature was submitted seconds ago. Congratulations! You’ve reached the pinnacle of inflated expectations when purchasing enterprise tech. Capabilities, functionality, price, AI, operating efficiencies – you want...
Implementing a new contact center platform is truly something that can make or break your career. If you launch the right platform, you’re a hero – you save the company money, improve customer satisfaction, and give your organization a competitive advantage. But if...
To successfully execute your Customer Experience strategies, good technology vendor relationships are just as important as good technology. Even with the most cutting-edge solution, a strained relationship with the vendor can hinder progress. Vendors act as an...
A successful CX transformation involves more than just implementing new technology. One of the key factors of any CX project is the operating model you build moving forward. Gartner writes that an operating model “is the blueprint for how value will be created and...
It sounds like a simple question, and you’re probably thinking: Yes, of course, I do! The business is operating, my staff is getting paid, and everything is working as it should. That means we have enough resources, right? But IT transformation takes more than that....
In today's digital age, customers interact with brands through various channels including social media, live chat, phone, and email. As a result, it's become more critical than ever for businesses to have a robust omnichannel contact center solution in place to meet...
Taylor is a wizard of contact center technology because he has been on both sides of the contact center. First as an Agent on the end user’s side, where terrible digital employee experience led him to want to learn more about the technical side of things, and now...