04 Dec CX and EX: Balancing Company Policies And Customer Service Agent Needs
Yeah, we know. Relationships are hard. But human beings (and businesses) don't do well on an island alone. Build your CX and EX together....
Customer Experience Tag
02 Oct The Feel Good Moments: Celebrating Customer Service Successes
In Hubspot’s recent The State of Customer Service in 2019 report, they mentioned the earliest recorded customer complaint from 1750 BCE. Wow. This industry has some history. What about the feel good moments? In preparation for Customer Service Week we’re celebrating some customer service successes...
25 Sep The Customer Experience Time Loop: Give Information, Get Transferred, Repeat
Are your customers caught in a customer experience time loop? Your customer facing AI solutions, like chatbots, never tire of repetition. However, your customers and agents do....
18 Sep Don’t Diss the Tech: Best Uses of AI in Customer Service and How Attitudes Toward AI Have Changed
Machine learning based tech is becoming more sophisticated with virtual influencers, robot assistants, AI making appointments by phone. Talking tech, it may seem ironic to mention feelings. Remember it is humans that this tech is meant to support. Building on our article, Human and Machine...
04 Sep Watch Your Words: The Cycle of Lies in Customer Service
The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. ...
07 Aug Human and Machine are Best Together: AI enhances CX
There is the doom and gloom approach that AI will take over jobs and dehumanize the experience. When used strategically, AI enhances CX, and shows human and machine are best together. ...
17 Jul 5 Steps for B2C Relationships That Last Even When Problems Arise
Just like in personal relationships, silence when things go wrong kills B2C relationships. Here are five steps to keep customers even when problems arise....
10 Jul Channel the Brand Voice Right: Contact Center Outsourcing Challenge
There are many challenges to outsourcing to a contact center. One of those challenges is channeling the company vibe so the customer service experience fits the brand. There are key tools that help make brand voice come through in your customer service experience....
19 Jun Contact Center Speak: QA Metrics and Terms Slideshow
Contact Center speak may sound like a jumble of letters, but these QA metrics and terms represent important data. That data empowers you to create great customer experience and save on contact center costs. ...
12 Jun How Creative Brands Make Customers Feel Good
If you make customers feel good they are likely to stay and more likely to share, like, subscribe, re-post and buy more....