customer experience

DSW Successfully Incorporates AI into Customer Experience

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We love our shoes! Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. From a single store just 25 years ago, DSW has become a footwear and accessories powerhouse with 500 stores and a wildly successful digital business. Today, […]

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Outdated on-premises contact center platform reviewed by call contact center manager

The Devil I Know vs. The Devil I Don’t in the Call Center

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Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. I’m not sure why “the devil” gets […]

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exceptional CX

Great Customer Experience has the Power to Accelerate Growth

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Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more power than ever before. Social media accelerates the flow of information and gives everyone a voice. Technology all but makes time and place irrelevant by providing anytime, anywhere access to almost anything. If any organization is perceived […]

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social customer service

4 Ways to Utilize Social Customer Service Agents More Effectively

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Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service. Of course, it’s important to realize these departments overlap, in part because great customer service stories go viral and make brands stand out as reliable, responsive and fun to interact with. In short, social customer service is the […]

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selfservice

Finding the Right Self-service Mix in Your Contact Center

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Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can […]

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artificial intelligence

Artificial Intelligence is Transforming Customer Care

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Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages?  Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge. It’s not surprising that many contact center […]

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SLA

Alexa, How are My SLAs Doing?

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As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform.  The company continues to develop innovative applications, from integrating with its proprietary reporting platform, Omegalytics, to harnessing […]

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customer service agent

A Day in the Life of a Customer Service Agent

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So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents. It’s no surprise that brands are becoming more customer-focused, because it seems like every day a new study is published about the importance of making customers happy. But […]

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voice of the customer

Voice of the Customer – More Than Just a Survey

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Contact center managers often tell us, “My contact center needs a customer survey tool so I can know what my customers are saying.”  And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.” However, the reality is […]

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connecting with customers

10 Tips for Connecting with Customers Emotionally

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Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. So, the importance of engaging customers and connecting with them emotionally can’t be overstated. Companies […]

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