Blog

There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. It’s not quite as simple as that, but as a generalization it’s not too far off. Employees are the driving factor behind customer satisfaction. Employee interactions set the tone for a positive or negative customer experience. When employees aren’t happy at work, their interactions with customers can, and almost always will, suffer. Over the course of time, this can have serious repercussions for a business.

In a seamless contact center, your supervisors are the key to everything. Supervisors show up there every day to support their teams – to manage, coach, guide, motivate, and when necessary, steer through chaos.

In honor of International Women’s Day, we’re celebrating eight remarkable women who are reshaping the customer experience landscape.

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customer interactions in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of…

I bought a new “assemble-it-yourself” desk and chair last month to better accommodate my work-from-home lifestyle.

If you manage a call center or are responsible for delivering customer services, you undoubtedly have noticed a shift away from simply providing good customer service and a new-found focus for creating great customer experiences. Well, its not so much of a shift as it is a realization that customer service is a major component of, and driver for, customer experience.

We’ve always maintained a customer-centric approach to developing our software. That’s why we’re spearheading the use of live chat for digital customer service. We’ve listened to what our customers want, and it couldn’t be clearer: live chat will make customers happier and more engaged, leading to higher revenues and long-term loyalty. Simply put, live chat is indispensable for customer…