BEING CUSTOMER-CENTRIC IS A REQUIREMENT, NOT AN OPTION

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

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 In sticking with the status quo, they stick with outdated technology solutions and expect it to provide an experience only new technology can provide.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

5 Reasons to Launch Your Contact Center to the Cloud

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

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.