How to Compete with Amazon on Customer Service
November 18, 2021
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Everyone seems to have a personal example of a time when Amazon’s customer support wowed them. For me, it was when my Kindle broke. I
Tag: CX
What is a Cloud Contact Center?
September 22, 2021
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A cloud contact center is a customer service operation that uses diverse software solutions to manage customer interactions. This is the main alternative to physical
What is Customer Journey Mapping?
September 8, 2021
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Customer journey mapping is one of those phrases that everyone has heard. Even if you’re not involved in creating journey maps, you probably know the
Struggling to Improve CX? Empower Your Customer Experience Specialist!
August 19, 2021
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Customer experience has a significant impact on your brand. In fact, customer experience is your brand. Getting it right means customers who’ll stick with you,
What is Percentage of Calls Blocked?
August 18, 2021
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In this post: Why are calls blocked? What do blocked calls mean for your contact center? What does that do to customer experience? How is
What is Voice of the Customer?
August 11, 2021
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Modern customers notoriously high service expectations. And I’ll bet your business is keen to meet those expectations, right? But… what exactly do customers want? What
Omnichannel vs. Multichannel: How And Why You’ll Switch.
August 5, 2021
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Once upon a time, setting up customer services meant providing a phone number. And maybe a postal address for actual paper letters. For a
21 Call Center KPIs for Complete Performance Visibility
July 29, 2021
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You already track your team’s performance. But every so often you should do yourself a big favor and shake up the call center KPIs your
What is Expected Wait Time? (EWT)
July 28, 2021
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Expected Wait Time (EWT) is the length of time a customer has to wait in the queue before an agent answers. However, it’s not quite
Call Routing – How to Get Customers Where They Need to Be
July 22, 2021
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In this post: Refresher! What is call routing? The BIG call routing benefits are… How to personalize with dynamic routing Is dynamic call routing good
