According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. However, over the last few decades, customer experience and service delivery veered away from personalized support and adopted a “call and wait” system while companies cut costs and installed voice-activated…

Organizations that continually excel in their customer experience and service delivery average increased growth of 4-8% in revenue over competitors in their industry. Whether your organization is a practitioner of Net Promoter Score (NPS) or some other method of determining customer loyalty and customer advocacy, it’s clear that promoters or loyal customers are critical to…

Automation is great for customer service, from speeding up live chat interactions to auto replying to customer emails, but agents need to be personal. Pre-defined replies (canned responses) can arm any representatives with the answers they need even if they didn’t necessarily have the knowledge, your customer does not need to know about this little secret.

Something as simple as a phone conversation can make the difference in the life of a customer, if it’s done correctly. Direct agent-to-customer communication is one of the most powerful methods of problem solving available in the contact center today. Even in the age of email and social media, there’s real power and effectiveness found…

The key to customer experience success is in utilizing technology that ensures CX levels are high, while meeting strategic operational goals. Customer experience is increasingly being spoken of as a cross-company initiative.  But each department in an organization has their own KPI’s to consider.

A recent report from Software Advice found that 33% of consumers would rather chat to avoid waiting on hold, and 49% of all online shoppers prefer to ask their questions via live chat. Since 89% of companies plan to compete on the basis of customer experience next year and since live chat is so popular with consumers, it’s implementation and…