• 5 Tips for Managing Customer Data

    Customer data has long been a sensitive issue. Given recent stories in the news about companies mishandling data, it’s no wonder that consumer confidence has been impacted. A Pew Research Center study found that 64% of Americans had personally experienced a data breach, and nearly half of all Americans do not trust the federal government or social media sites...

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  • How to Provide Exceptional 24/7 Customer Service

    In our digitally connected world, customers want to engage with brands whenever they need to. Many companies consider an omnichannel approach the solution to this problem, but there is one question that must be answered: Is your brand accessible 24/7? According to a recent study by West Unified Communications Services, 74% of the customers surveyed were frustrated that service...

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  • 6 Mistakes That Harm Your Brand’s Digital Reputation

    In our digital age, the Internet is the doorway to customers. From researching products to reading online reviews, people want to feel confident before making purchases. Unfortunately, many brands sabotage themselves by neglecting their digital presence, eroding the trust of current customers and driving away potential ones. To ensure a positive digital reputation, here are six mistakes to avoid....

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  • 5 Ways to Build Customer Trust

    Many companies strive to make their customers’ lives easier through digital engagement. While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Making purchases online comes with risks, and companies that fail to protect their customers lose trust. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was...

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  • How to Optimize Digital Customer Engagement

    Is your company providing a great digital experience? You may think so, but your customers may disagree. A recent study by Conduent, which surveyed customers in the U.S. and Europe, found that 47% were not satisfied with their overall experiences. This statistic is hardly unique, as many studies reveal the same sentiment. The more companies strive to implement technology...

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  • Top 7 Customer Engagement Trends in 2018

    With the start of a new year, you might wonder how customer engagement will change. In the past couple of years, customer experience has been a top priority for companies, as the digital era has ushered in numerous technologies that many brands use to differentiate themselves from their competitors. While creating great customer experiences will remain a primary goal...

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  • 5 Steps for a Perfect Live Chat Experience

    Live chat is a perfect channel for every aspect of the customer experience. When customers are searching for product information or need help with checkout, live chat can provide the immediate assistance they need. However, as with any channel, it’s important for brands to personalize the experience and communicate in a manner that best fits the channel. Here are five...

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  • 7 Customer Engagement Trends to Follow in 2017

    Customer engagement experienced quite an evolution in the past year. New technologies paved the way for both seamless and increasingly innovative customer experiences, redefining the role of human agents in customer service. But the power of the personal touch is still essential: In 2017, customer engagement will be marked by a need to balance the cutting-edge technologies that drive...

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  • How to Transform Contact Centers into Customer Engagement Centers

    In the past, contact centers have often played a passive role in customer service, handling inquiries without necessarily taking a dominant position in a brand’s overall customer service strategy. However, modern times have radically transformed the contact center into a dynamic, proactive customer engagement center. Indeed, more and more brands are recognizing their critical role in delivering great customer...

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