Evolution of the Customer Experience and Impact on Businesses

The customer experience has grown into an all-encompassing vision for businesses. Where once it was the responsibility of a single department, it now comprises all functions and levels within an organization—from marketing to IT to operations to sales. Before the Digital Age, customers interacted with companies at their brick-and-mortar stores, by (snail) mail and through … Continued


It’s Not About You: Keep Your Employees Focused on the Customer

When customers call into your contact center, they are looking to have their issues resolved as quickly and effectively as possible. A recitation of your customer service processes and policies does not necessarily serve their interests. An ideal customer care experience will instead focus on the individual, not your business’s imperatives—except for the one that … Continued


The Unexpected Value of Sharing Knowledge

We hear a lot these days about customer service that goes “above and beyond,” but what does that really mean? Customers themselves may not even know, but they know it when they see it. One way your Communicators can provide this level of service is to answer questions that customers didn’t even know they had … Continued


Three Qualities Apparent in All Outstanding Communicators

The job of a Communicator encompasses more than just handling phone calls. Today’s contact center is a demanding environment that requires agents to have a broad range of talents and abilities in order to do their job successfully. While there are fundamental skills that every agent should have—including excellent communication skills, a professional demeanor, and … Continued


Focus on Customer Care to Skyrocket to Success

Good customer experiences are good for business. In the past, that meant having a smile at the ready and fielding a few phone calls, but we’ve come a long way since then. Today, the customer is in control. Companies are well aware that quality of service can significantly impact their bottom line; it also determines … Continued


Five Customer Care Trends to Consider Implementing In Your Strategy

Once again, it’s time to take a look into the crystal ball. Which of the latest ideas in customer care are likely to have staying power in the months ahead? Forrester published a report predicting customer service trends in 2016; we’ll highlight five of them here. Trend #1: Companies will make self-service easier. People want … Continued


What Will Your Contact Center Do This Summer?

Finally, summer is almost upon us. Most people feel more relaxed, move at a slower pace, and, typically, are focused on everything else besides work. These quiet days are a welcome change of pace for sure, but many managers see the distractions as obstacles to productivity. Instead of battling against summer, why not embrace it … Continued


Why ‘Carpe Diem’ Should Be Your Communicators’ Motto

Amazon:  Warmest greetings…, my name is Thor. Customer:  Greeting, Thor. Can I be Odin? Amazon:  Odin, Father, How art thy doing on this here fine day? Customer:  Thor, my son. Agony raises upon my life. These are the beginning lines of an (unauthenticated and unscripted) exchange between an Amazon customer care agent and a customer. … Continued


How to Solve Common Social Customer Care Shortcomings

The future is here. Ten years ago there was no social media, smart phone apps, web chat, and very little email. Today, according to the 2015 Global Contact Centre Benchmarking Report, 35 percent of all interactions between customers and businesses are digital and, of the contact centers surveyed, 43 percent currently have active social media … Continued


Outsourced Customer Care Services Are On the Rise, Here’s Why

Sometimes, you need a partner to survive. It’s tougher than ever to achieve superior satisfaction levels among customers today, mainly due to three new realities: 1) Businesses are striving to be in constant touch with their customers in an effort to attract and engage them with their brand. 2) Customer interaction is happening across multiple … Continued