• 6 Omnichannel Customer Trends Every Brand Should Recognize

    Omnichannel is the rule for customer experience these days, but does your brand know how best to engage your customers? It’s not enough to know which channels they use–what matters is understanding how they interact with your brand. Here are six omnichannel customer trends every brand should recognize in order to deliver great experiences. Research online and purchase in-store...

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  • 5 Key Terms for Building a Strong Customer Service Culture

    Every company that aims to deliver great customer service must answer this: Is there a strong service culture in place? Without one, customer service becomes a vague endeavor with no clear strategy. By setting company goals and engaging with employees regularly to establish a clear path to success, a company can establish a strong service culture that naturally leads...

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  • 6 Ways Technology Can Enhance the Customer Experience

    Giving customers a seamless experience is the rule these days, and technology is vital to making it possible. The challenge, however, lies in making each experience effortless as well, as technology that is poorly implemented or demands too much from the user can seriously compromise the experience. For this reason, many would argue that the answer is not just...

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  • 5 Reasons Video Drives Great Customer Experiences

    Personalized customer service is in greater demand than ever, and brands are finding numerous ways to deliver. From messaging to live chat to social media engagement, customer service channels are no longer just a means of delivering answers but bridges to building long-lasting relationships between brands and customers. Among these channels, live chat has consistently proven to be a...

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  • Top 5 Benefits of a Predictive Dialer for the Contact Center

    Given the intense rhythm of a contact center, agent efficiency is always essential. When it comes to both customer service and sales, losing time can indeed be costly. However, with a predictive dialing solution , contact centers are empowered, through automated technology, to place calls at optimized times while automatically filtering out obstacles such as answering and fax machines, busy...

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  • 5 Key Words for Building Customer Centricity

    Customer experience these days is far more personal than it once was. It’s no longer enough to take a reactive approach: Customers seek proactive and humanized brand engagement that takes their perspective, not the brand’s. Indeed, customer centricity begins with assuming the customer’s point of view and asking at every step of the journey, “Is this what the customer...

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  • Driving Employee Engagement for Greater Customer Experiences

    It makes sense that motivated employees are more likely to do their best work. But how does this apply when it comes to customer experience?  According to Maritz CX, 71% of employees are not engaged with their work, leading to the even more troubling statistic that a full 78% of customers abandon a transaction due to a poor service...

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