• 7 Ways to Break Down Silos for Seamless Customer Experiences

    In any business, a lack of communication among employees and across departments can be disastrous to growth. When everyone isn’t on the same page, and directions are simply unclear, employees may think they are doing their best but in fact are failing to deliver what the brand has promised to its customers. Such is the problem of operational silos,...

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  • Omnichannel: Wait or Move? 5 Points to Consider

    For a few years now, omnichannel has been a key buzzword in the domain of customer experience. From delivering customer service to implementing creative marketing strategies, many brands have embraced omnichannel as the future of customer experience and an essential factor to their business growth. However, with the numerous channels people interact on these days—especially due to the rise...

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  • 8 Points to Consider for Customer Journey Maps

    Customer journey maps are essential to having a global view of your brand’s customer service expectations. A comprehensive map may identify all the interactions a customer is expected to have along the way, as well as the motivations behind each step and the questions that may arise. No matter how thorough your brand may be during the mapping process,...

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  • 5 Reasons Live Chat Is Essential for Your Brand

    Modern customer experience demands quality service at a rapid pace, and brands are constantly looking for ways to meet this expectation. While social media engagement and messaging apps are excellent paths to customer engagement for millennial customers and those on the go, live chat shows consistent promise as a prime channel for driving sales and customer satisfaction. An ATG...

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  • How to Make Your Brand Customer-Centric in 7 Steps

    Delivering great customer experiences is a top priority for most any brand, but how many are truly considering the customer’s point of view? Many would argue that the key to delighting customers is taking a customer-centric approach and making sure that every step along the customer journey is tailored to their needs. Indeed, Deloitte claims that customer-centric companies are...

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  • 6 Tips for Building Customer Trust

    When brands set the goal of delivering great customer service, many aim to increase customer loyalty and reduce churn. While this idea might make sense, one important one is often overlooked: Building customer trust is at the heart of winning their loyalty. Without trust, customers simply lack the confidence and excitement that can turn them into true brand advocates....

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  • 6 Tips for Using Big Data to Transform Customer Experiences

    The wealth of customer data these days presents a challenging task for brands. Metrics such as abandonment rates, first contact resolution, and average handing time certainly provide insights into the quality of customer experiences being delivered. However, most brands also recognize the critical importance of big data in getting a truly global view of what their customers want. From...

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  • 5 Key Ingredients for Transforming Your Contact Center Into an Omnichannel Engagement Center

    In our modern world, omnichannel is the path to delivering great customer experiences and keeping customers satisfied. An Aberdeen Group study found that brands with strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for brands with weak omnichannel engagement. What’s more, PricewaterhouseCoopers claims that by 2020, the demand for omnichannel customer experiences will...

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  • 5 Tips for Collecting Customer Feedback

    Understanding how customers feel about a brand can be a challenging task. From social media to word of mouth, customers always have an opinion of the brands they engage with, whether good or bad. And as any company knows, these opinions are critical to improving customer service and driving brand growth. But just how can companies collect feedback efficiently...

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