• 5 Questions to Ask When Creating Customer Journey Maps

    Helping your customers begins with taking their point of view. As more and more brands adopt a customer-centric attitude, many are also discovering the value of creating customer journey maps. By analyzing data as well as feedback from both customers and employees, your company may develop maps that reflect customers’ experiences, feelings, and motivations as they interact with your...

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  • 5 Tips for Transforming Your Digital Customer Service

    You might think that your brand is a digital customer service star. After all, you talk to customers on social media, have an amazing website, and let your chatbots handle all the simple tasks. But before you sit back and let your service run on autopilot, remember this: Creating great customer experiences is all about evolving with your customers....

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  • 6 Qualities Every Customer Service Agent Should Have

    For many customers, a conversation with a service agent is a defining moment in their relationship with your brand. An agent who listens attentively and solves the customer’s problem upon first contact can win that person’s loyalty. On the other hand, agents who fall short of expectations convince customers that your brand has fallen short as well. Here are...

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  • 4 Trends for the Mobile Experience Every Brand Needs to Know

    It’s no secret that customers are attached to their mobile devices. Any company that truly values the mobile customer experience knows that making every interaction seamless and engaging is the only way to keep this important customer base. But how exactly do your customers use their smartphones? Take note of these four important trends—and what you need to do...

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  • Using Personality Mapping to Generate an ROI Unheard of for Contact Center Solutions

    While some may think that AI is gradually replacing the human element of customer experience, new innovations in AI are actually bringing humans closer together. With Vocalcom’s AI-powered predictive behavioral routing, customers are matched with agents based on common personality traits to create rich and personalized conversations with a powerful human connection. How do personality mapping and predictive behavioral...

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  • 5 Ways to Make Customers Choose Your Brand

    With the holiday season fast approaching, brands are eager to offer customers the best deals possible with the hope of winning their loyalty. From retail to telecommunications to restaurant chains, numerous industries strive to stand out from the competition. But just what does it take for consumers to choose your brand over others? These days, you need to offer...

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  • How Employee Feedback Can Make Your Customer Service Shine

    Most companies agree that employee engagement is vital to brand success. When employees feel motivated to do their best, they can deliver service that customers love. At the heart of such engagement lies feedback—the more you listen to them and consider their advice, the more engaged and content they will be. Yet, according to Gallup, only 15% of employees...

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  • 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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  • How to Prevent Customers From Hanging Up on Your Brand

    If customers are calling your brand for support, chances are they aren’t very happy. And what’s the best way to make them feel worse? Make it impossible for them to reach you. Some customers call because they are most comfortable with the voice channel. But many others pick up the phone because they need in-depth, human support—what digital channels...

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