• Customer Effort: Don’t Make Your Customers Work For You

    First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. But what do these numbers really say about loyalty? The truth is, not much. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust. According to a...

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  • 5 Qualities of an Exceptional Contact Center

    A contact center is the backbone of a company’s customer service department. As customer experience is a top priority for brands these days, a well-functioning contact center is vital to winning customer loyalty. But just what does it take to have a stellar reputation? Here are five qualities of an exceptional contact center that lead to outstanding customer service....

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  • 5 Ways to Optimize Live Chat

    Live chat has long been an ideal channel for offering proactive customer service. When customers are browsing your website, offering them immediate assistance can mean the difference between customer attrition and loyalty. With its timesaving benefits and personalized nature, live chat is essential to every brand’s omnichannel strategy. Here are five ways to optimize live chat for true customer...

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  • 5 Essential Rules for Omnichannel Success

    When “omnichannel” first became a customer service buzzword a few years ago, many brands rushed to offer service on more channels. However, as every successful company would acknowledge, merely adding new channels is not enough to satisfy customers. The key to an efficient omnichannel strategy lies in being perceptive to customers’ ever-changing needs and serving them on the channels...

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  • 5 Ways to Better Understand Your Customers

    Every company’s success depends on understanding customers’ desires. In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. However, while these tools offer compelling statistics about behaviors and preferences, they do not necessarily provide a global view of how customers feel. Just as...

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  • Voice of the Customer: The Key to Brand Success

    As customer service trends continue to shift toward personalized and emotionally connected experiences, it is more important than ever to understand how customers feel. While most companies collect feedback in some form, many are going a step further by implementing Voice of the Customer, or VOC, processes. In simple terms, VOC refers to a process or system for gathering...

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  • 5 Technologies That Reduce Customer Effort

    The technologies used in modern contact centers are instrumental in delivering great customer experiences. However, when companies do not optimize the use of these tools, each interaction becomes unnecessarily complicated. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through...

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  • 6 Steps for Building a Customer-Centric Brand

    A customer-centric approach is more than just delivering good products and services. To offer the best experiences that win loyalty, your brand must consider each step of the sales journey from the customer’s point of view. By simplifying your customers’ lives and adding a personalized touch at every step, you can create the kinds of experiences that your customers...

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  • 6 Tips for Satisfying Customers on the Voice Channel

    With all the discussion of messaging apps, chatbots, and live chat, your company may think that the voice channel is a thing of the past. In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. As many studies have shown, digital channels are favored only when they...

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