customer experience

Don’t Lose Customers to a Bad Contact Center Experience

Share:

79% of consumers indicate that they will leave you if you provide them just one bad customer experience. Consumers not only demand the best from your product or service, but they demand the best from your people, and your systems. There isn’t much room for error, and a lot is at stake! So, what constitutes […]

Read
hoveround

Hoveround Successfully Navigates Customer Service – Increases Lead Conversion 116%

Share:

You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility. But Hoveround’s contact center, which plays […]

Read
success

Journey to Contact Center Success

Share:

As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems. Achieve your vision, view the path to possibility within your contact center in this video.

Read
contact center

Turning up a Contact Center in 72 Hours for Crisis Response [Video]

Share:

Last August, Hurricane Harvey busted the US record for rainfall from a single storm, dumping 27 trillion gallons of rain over Texas. With 33 counties declared a federal disaster, millions of people were affected by the flooding. A large contact center was needed to handle critical incoming phone and email inquiries from so many people, […]

Read
omnichannel

Omnichannel Customer Experiences: Do Consumers and Businesses See Eye-to-Eye?

Share:

In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow. Modern customer expectations have never been higher, and businesses understand that customer experience is a leading brand differentiator. […]

Read
cx

Win the Customer Experience (CX) Game in Your Contact Center

Share:

We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience that is immersive, engaging and proactive. We are already seeing companies leverage customer experience (CX) as the key tool […]

Read
b2b

3 Winning Factors for B2B Customer Experiences

Share:

When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to function as advertised, […]

Read
allclear

AllClear ID Deftly Handles Data Breach Response with NICE inContact CXone

Share:

There are few other times when speed and accuracy are more critical than when someone’s personal data has been compromised. But as a data breach response service, Austin-based AllClear ID provides exactly this kind of responsiveness to client companies and their customers. In fact, AllClear has successfully managed the three largest data breaches to date—all […]

Read
training

4 Tips to Take Contact Center Training to the Next Level

Share:

Training is an integral activity in contact centers, whether that be new hire onboarding or ongoing training and development of agents. However, with so many other business priorities, training doesn’t always get the love and attention it deserves. Even in those organizations where training is a cultural cornerstone, providing meaningful, engaging, and effective training is […]

Read
1 2 3 17