03 Apr Employee Engagement, CX and Happiness
Employee engagement and CX are powerfully connected. Empower employees with information and invest in them as people for great customer experience and business....
Customer Experience Tag
27 Mar Longevity and Customer Experience – 100 years in business and counting
Slow like an LA rush hour or fast like a New York minute, change is inevitable. Companies that have passed the century mark realize that change is good, like new ice cream flavors. They are embracing the connection between longevity and customer experience, so they...
20 Mar Trends in Customer Experience show Agents Need Support
45% of agents don’t feel they have sufficient tools for success. Why is that? How can you support your customer service agents and improve customer experience?...
06 Mar AI and Empathy in Customer Experience
“I’m sorry, that is not a valid entry,” is not the most empathetic response to a customer inquiry. Yes, AI and automated menus can streamline the customer service process, but don’t forget the human touch of empathy. AI Everywhere It is amazing how far artificial intelligence has...
24 Oct The Art of Communication in Contact Centers
With challenges like latency, awkward auto-corrects and improper use of emojis (no, the poop emoji is not chocolate and 'LOL' doesn’t mean lots of love) no one needs more communication problems. This is especially true between customers and businesses which use everything from cell phones,...
03 Oct Customers: Love Them or Lose Them
Customers. They are the heartbeat of all business. After all, businesses without customers don’t stay in business. They are the gas to the engine. The sunshine to the garden. It is vital to keep and grow your customer base. That means providing an exceptional experience with customer service. Product...