The Change in the Healthcare [Customer Experience] Paradigm
It is everywhere – the customer experience is no longer an optional business strategy, but a means to business profitability and sustainability. This vital initiative – customer experience ...
View ArticleWhen Do You Start Calling Your Contact Center a Cost Center?
We are all too familiar with the latest buzzword - “customer experience”. It is buzzing in everyone’s ear, “Amp up your contact center’s customer experience,” “Benefits of enhancing customer ...
View ArticleThe 2015 Outlook for Contact Center Outsourcing and Customer Experience
Going into 2015, there is likely to be a greater emphasis on customer experience so as to retain existing customers and win new ones. However, this equation is complicated by the growth of ...
View Article2015 Customer Experience Predictions
If you’ve been watching marketing and advertising trends lately, you know that “customer experience” is the phrase of the day. In a world where every company has competition and the cost of doing ...
View ArticleThe Onshoring & Nearshoring Trend and Organizational Implications
If there has been one constant over the past decade among both contact center vendors and clients in the US, it has been a growing interest in how best end-users can be serviced from locations in ...
View ArticleEvolution of The Work-At-Home Landscape
The changes in home-based contact center working has been as rapid as it has been pronounced. As an analyst, I can recall a decade ago at the advent of work-at-home as a solution for the mass ...
View ArticleWhy Customer Service Case Studies Are Important to Your Business
Case studies are incredibly useful marketing tools. They not only showcase your product or service, but they also tell a positive story of how your customers used your goods or services and the kind ...
View ArticleWhat Value Does a Business Continuity Plan Hold for Your Company?
Disasters are devastating. Whether it ravages an entire landscape, shuts down power in a confined area, or infects your computer systems to hinder daily work, these events can cause upheaval in ...
View ArticleHow Providing an Omni-Channel Customer Experience Helps Your Business
In the old days (not too long ago in the greater scheme of things), if your customers wanted to reach you, they would have to pick up the phone and call. Then, after the advent of the Internet, ...
View ArticleThe Pulse of Customer Experience is Customer Operations
In a world of instant gratification, companies have great expectations to meet: the customer experience. On an internal level, most companies consider the customer experience a marketing ...
View ArticleThe "Entitled" Generation: A Driving Force Behind CX
We live in a world saturated by information. A world where we often take for granted the ease at which information is accessible, and by the same token are regularly overwhelmed by the mountainous ...
View ArticleBusiness Continuity: The Difference between Customer Turnover and Loyalty
Business downtime can occur in a moment’s notice, in any form—natural disaster, security breaches, network outages, or something as simple as the power or water going off in the building. While some ...
View ArticleWork From Home Is Not the Scam It Is Perceived to Be
Many, including me, have reported for years about all the “work at home” scams. And frankly, there are still plenty out there, unless you know where to look. There has never been more opportunity ...
View ArticleUsing Technology, Globalization, and Customer Experience to Grow Your Business
For many years, if you ran a small to medium sized business, your market was based almost exclusively in your local economy. As you grew, you might do some shipping to customers who lived a little ...
View ArticleHome Offices Security directly affects Call Center Clients
Safe and Secure are essential elements of an efficient home workstation—as in one used by a telecommuting call center agent. But of particular concern is the aspect of cloud security, when the ...
View ArticleHome Offices Security directly affects Call Center Clients
Safe and Secure are essential elements of an efficient home workstation—as in one used by a telecommuting call center agent. But of particular concern is the aspect of cloud security, when the ...
View ArticleCustomer Acquisition vs. Customer Retention
Acquiring new customers and retaining them are the basic goals for any business, but it’s far too easy for companies to view them as competing objectives with no overlap. You can see this from the ...
View ArticleThe Holiday CX Battlefield
The Holiday CX Battlefield This holiday season, you can expect customers to shop more online, increase their use of mobile phones and tablets to conduct research about products and to make ...
View ArticleGoing Green for the New Year
Going Green for the New Year Reduce. Reuse. Recycle. We all know the personal steps needed to make our world a little bit greener. Choosing to buy local and walking instead of driving to the ...
View ArticleLessons Learned From the Polar Vortex
Lessons Learned From the Polar Vortex This winter was brutal. With U.S. temperatures breaking records, dipping to the coldest they’ve been in 20 years, many businesses were affected. Not only did ...
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