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We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. But the evolution isn’t complete yet, and it probably never will be. This is the nature of life in the digital age. Businesses still are working out the kinks with some of the newer capabilities, and some consumers…

The headline on April 24, 2019 read, “Facebook expects to pay up to $5 billion in fines to FTC for privacy violations.” Ironically, Mark Zuckerberg, Founder and CEO of Facebook is one of several business leaders who have been pressuring legislators for more clarity on privacy rights. All businesses, and especially those that sell access to micro-targeted audiences, need clear and consistent regulations. Aware of widely publicized data breaches, consumers are demanding more control over their private information. So where do we draw the line? The member nations of the European Union tackled this problem head-on. The resulting General Data Protection Regulation (GDPR) went into effect May 25, 2018.

When your customers are willing to recommend your company to friends and family members, you definitely are doing something right. And when the percentage of customer “recommenders” (aka promoters) greatly outweighs the percentage of detractors, that’s a big win. This is the basic concept behind Net Promoter Score® (NPS), which has been adopted widely as an indication of whether a company…

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…

Does your company have a true understanding of what your customers want, need and think? Specifically, how do your customers feel about your customer service? Have they embraced your new, leading-edge, AI-enabled chatbots? How about the latest digital channels? Or are they still most satisfied with a phone call with a competent agent? And what about your company?…

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions.1. What Do Customers Want?Consumers want great experiences. They want interactions that are quick and easy; they want their issues resolved; and they…

Based in Bloomington, Indiana, Gant Travel specializes in corporate travel services for mid-size businesses. Its 81 agents handle a variety of travel reservations 24/7 — approximately 600 every month. While the company works hard to ensure that its clients’ trips are comfortable, cost-effective, and error-free, the customer experience it was providing needed to make significant progress to meet…