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As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NiCE and the CXone cloud-native platform. The company continues to develop innovative applications, from integrating with its proprietary reporting platform, Omegalytics, to harnessing the…

So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents. It’s no surprise that brands are becoming more customer-focused, because it seems like every day a new study is published about the importance of making customers happy. But here’s…

A contact center research commentary co-authored by Paul Stockford and Abby Monaco

It seems as though the contact center industry is hurtling toward digitization and wholesale adoption of digital channels at the speed of light. Here’s the thing, though – voice still matters.

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. So, the importance of engaging customers and connecting with them emotionally can’t be overstated. Companies that inspire…

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out customers like email. And they like it…

A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should skimp on, and digital customer service is one of them. If…