customer experience Top 5 things you need to know about Customer Experience (CX) I’m sure you’ve heard people say customer experience (CX) is important. But what’s the difference between customer service and customer experience? And why do customers care about the ‘experience’ so much all of a sudden?
customer support Please stop annoying me with surveys – Your Customer There is lot of conversation on how to increase surveys responses. But what if customers just don't want to respond to the surveys?
call center Why should call centers use speech analytics? Understand how having real-time speech analytics in call centers improves customer experience & employee performance.
call center Metrics that matter in today’s customer-centric world What are the metrics that matter in a customer-centric world? In an Interview with Patrick Ebrahimian, we discuss how...
AI Summatti x AI x TrueNorth Pepper is the world's first social humanoid robot that can recognize faces and basic human emotions manufactured by SoftBank Robotics. It got us thinking about how a bot like Pepper can create unique experiences for customers in any of these industries.
mobile Is a Mobile-First Mindset the future of Customer Support? The Mobile-First Mindset is exactly what you need to stay up to date with the 2019 trends in Customer Support. Mobile is not really about the phone, but mostly about...
customer experience The real truth about customer experience with Jeanne Bliss We sat down with Jeanne Bliss, founder of CustomerBliss & a world-renowned speaker in customer experience, at Customer Contact Week (CCW) in Vegas to talk about customer experience today.
customer experience Agent experience before customer experience Customer experience is for a company what exercise & eating heathy is for an individual. Everyone knows it’s important, but very few people actually do it. You need a coach for...
NPS Measuring customer experience beyond NPS Is NPS your go-to metric? Find out whether or not NPS is the right metric to use when you're tracking customer experience and how you can improve it.
agent training How to motivate your agents to go above & beyond Find out what strategies you can incorporate in your call center today to motivate your agents. Having your agents engaged can increase profits, increase...
outsourcing What is the future of call center outsourcing? Onshore vs Nearshore vs Offshore. Find out the pros and cons of each outsource location and which is the best option for your business.
quality assurance What does your quality assurance (QA) process measure? Are you using these measures for your quality assurance process? We talked to Fred Shadding, Founder & Chief Advisor of The Call Center Source, about the biggest challenges, metrics, and the future of QA.
