Customer Service is the backbone of any company – large or small. An effective CX strategy focuses on empowering service teams with the right tools and training towards driving long term customer satisfaction and loyalty, while also ensuring the best engagement experience for the company’s web site visitors and customers. These factors are essential to the success of the company’s brand and revenue growth. Today’s customers expect to be able to engage with customer service...

When was the last time you enjoyed calling customer service? Were you pleased with the outcome of the conversation? Was your issue resolved through that phone call? I would venture to say that for most customers, their experience with a customer service agent varies between memorable to not pleasant. As a leader in charge of a contact center, what are the forces driving these perceptions and what you can do to change them? Everyone would agree that a good conversation has...

Chat and chat bots are currently all the rage as a key interaction channel with customers. So why don’t more companies leverage them to enable field collaboration? I’ll bet you’ve been serviced online through some sort of chat channel. You browse a website and research an item that you can’t live without. Suddenly, a chat window appears with a virtual or actual agent ready to help you. Chat serves your customers by being a proactive sales application or it can act as a...

A few years back, the digital marketing world was abuzz with a new concept called the “micro-moment.” It describes the single, critical bursts of digital customer touch points that help to determine how that journey ends. It’s a sound concept to understand the customer journey and the tipping point that leads to a purchase, engaging them at the right moment to complete the purchase. Sometimes that touchpoint is so obvious it’s often overlooked – for years. Let’s take for...