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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.

Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers. NiCE Global CX Benchmark study, 2019 shows that great service can build brand loyalty among 81% of customers and turn 87% of them into advocates. So, the case is built to show that there is true Customer Life Time Value (CLTV) in driving better CX.

It won’t help your small business if you’re pulling in new customers through the front door while losing the same number of existing customers out the back door. That’s not growth, it’s just replacement. To experience sustainable growth, shut that back door by taking care of your customer base with effective service.

If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization. SMBs and enterprises alike can overhaul their ROI with 4 approaches.

This is an underappreciated fact that plagues marketing executives, contact center administrators and customer experience (CX) experts who strive to make each call a pleasant and successful activity for customers. All enterprises were put to the test in early 2020, as the global pandemic accelerated the transition of daily commerce from malls, hospitals, airports, hotels or doctors’ offices to digital “platforms” for voice, chat and even video.

Many organizations and automation specialists ask or even assume that attended automation or robotic desktop automation (RDA) is as straightforward as RPA or unattended automation. My response? An emphatic NO! Simply put, attended and unattended automations are worlds apart in terms of purpose and functionality.

Revenue and cashflow are the lifeblood of a small business. It is no surprise that one of the highest priorities for a small business is to find and keep customers. Why? There is a direct correlation between customer satisfaction and top-line revenue and bottom-line profit.