Customer experience CX

How Businesses Can Create Incredible CX

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Consumers value choice. Whether it’s candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers’ demands for options. Customer service is no different. People want a wide variety of choices about how they interact with companies. But what options should businesses offer? Much has been written about the growth of […]

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customer experience

Scaling a Customer Centric Culture in Your Contact Center

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Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better. It has never been more important to create highly personalized connections with your customers — and connect with them more frequently than ever.  Failure to do so will likely […]

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call center manager performance

5 KPIs You Can Improve By Integrating Your Contact Center and CRM

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No matter what your job is, you are measured on performance. But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation.  So, how can you ensure that your […]

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Omnichannel

Why Aren’t Businesses Investing in Meeting Their Customers’ Omnichannel Expectations?

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An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers. The surveys were administered as part of our latest research project, […]

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Customer Experience Increases Customer Retention

Why Positive Customer Experience Increases Customer Retention

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I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time. If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company […]

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