“If you can’t measure it, you can’t improve it.” – (Late) Peter F. Drucker, Austrian-born management thought leader, consultant and guru Contact centers all over the world take Drucker’s words very seriously (as they should). This is because they know that metrics provide a powerful way to set goals and track progress in meeting those […]

Do your customers love you or hate you? Do they recommend your contact center to their friends and family? Do they commend or disparage your ability to deliver great customer experiences? You can find the answers to these questions with your Net Promoter Score (NPS). Every contact center aims to boost its revenue and improve […]

Customer support agents are an indispensable element of any contact center. Even when automated channels are part of the operational framework, human agents continue to play a vital role in handling complex customer interactions and contributing to the overall customer experience. Along the way, they are required to use multiple applications, both to access relevant […]

Today’s customer is highly informed, tech-savvy, and socially engaged. He conducts digital research, participates in brand chatter on social media, and seeks out reviews and feedback from his digital tribe. When he engages with a brand, he looks for more than great products or low prices – he demands great experiences. In fact, products, services, […]

A few years ago, a contact center was considered a “non-strategic” part of an organization’s business operations – important but not mission-critical to its long-term goals. Over the past few years, as Customer Experience (CX) has emerged as a key differentiator of business success, many organizations realized the importance of omnichannel contact centers. And one […]

For over a decade, contact centers looking to expand their capabilities have deployed new software solutions on an as-needed, case-by-case basis. This method of treating software solutions as isolated building blocks may have worked in the past. But in today’s omnichannel environment, where business must be available on their customers’ preferred channels, such an approach […]

We live in the age of instant gratification and ever-shortening attention spans – the “culture of impatience”. When so many customers – 58% according to a Microsoft survey – are more than willing to sever a relationship with a business due to poor customer service, can your organization afford to be one of them? To […]

Is your customer experience scary or are you scared by customer’s reactions? Bad customer service is like a horror story. This Halloween, its time to catch the vampire, ghost or witch and more of the business and kick them out with easy solutions giving way to a happy Christmas. Calling from hell  Scary nights of […]

It is impossible to delight every customer on earth, but it is necessary to identify what went wrong. Building a reputation, satisfying customers, and creating a huge customer base is not a day’s thing. It takes years to work hard. But a single negative comment or a frustrated customer has the power to wash all […]

The COVID-19 pandemic has unleashed a new normal for call centers everywhere. As the crisis continues to disrupt the global workforce, the hitherto predictable nature of remote interactions has undergone a massive transformation. More and more contact centers are now adopting the ‘work from home’ model to continue to provide support to their customers. But […]