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THREE TECH SOLUTIONS TO HELP WITH THE NEW CUSTOMER SERVICE LANDSCAPE
As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer. There are many innovative ways to improve the experience for both your employees and customers. Emerging technologies...
BUSINESS CONTINUITY: HOW TO KEEP THE CUSTOMER CONNECTION ALIVE
We find ourselves in unprecedented—certainly, the word of the year—times. Was your company prepared for employees to work from home? Did working from home further disrupt business on top of the windstorm 2020 blew our direction? While Americans and those around the...
How Have your Customers’ and Employees Expectations Changed?
Digital transformation is not a golden ticket to success. It is a learning process, sometimes requiring organizations to learn from mistakes and fail fast and forward, if necessary.
All in all, it is not a matter of if your company needs to transform digitally; it is a matter of when. And if we have learned anything in the last few months, we know the sooner the better applies!
BEING CUSTOMER-CENTRIC IS A REQUIREMENT, NOT AN OPTION
Keeping pace with rapidly changing expectations is essential to the success of your business. This article will explore three key topics facing customer experience (CX) in 2020, including: Prioritizing expectations, Knowing your audience, Exchanging tackiness for stickiness.
YOUR CONTACT CENTER CAN’T AFFORD TO STAY WITH THE DIGITAL STATUS QUO
Companies hesitate to go digital for a variety of reasons. Some hold tightly to their legacy systems. Others are concerned with security risks, cost, and perceived simplicity of “getting the job done” with existing solutions. In sticking with the status quo, they stick with outdated technology solutions and expect it to provide an experience only new technology can provide. To remain relevant, companies need to embrace the opportunities technology affords to thrive
Building a Customer Experience (CX) Strategy
This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “… Stop, Collaborate, and Listen.”
5 Reasons to Launch Your Contact Center to the Cloud
Switching to a cloud contact center offers businesses of all sizes significant benefits, including newfound flexibility, new and often better cost structures, and a competitive advantage when it comes to cost, speed, and accessibility. If you’re struggling to figure out whether you should stick with your on-premises contact center, below are five reasons to seriously consider moving to the cloud.
The Customer Experience’s impact on Customer Churn
Customer churn does not just mean the loss of revenue. It includes the expensive cost of trying to acquire new customers to replace those lost.
Unfortunately, almost 2.5x the number of companies focus more on customer acquisition than customer retention, despite the fact that it costs five times more to attract a new customer than to retain a current one.
Considerations, Risks and Benefits of Digital Transformation
A strong digital transformation strategy to usher a company into the digital age is critical for the company’s legacy. While digital transformation is not a golden ticket to success, it is necessary to compete in today’s environment. “Digital” is a way of working....
Consequences Of Not Going Digital
Digital transformation is not a one-time thing. Instead, ‘digital’ is a way of working. This three-part series on digital provides insight on the following: Why organizations hesitate to go digital Consequences on not going digital Considerations, risks and benefits...
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