For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy. Businesses make investments to improve all touch points across the customer journey to ensure that each one of those customers has an exceptional experience when it comes to engaging with the brand. Across agencies in federal, state and…
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Transforming customer experiences
Consumers value choice. Whether it’s candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers’ demands for options. Customer service is no different. People want a wide variety of choices about how they interact with companies. But what options should businesses offer? Much has been written about the growth of self-service technologies,…
A recent study by Glassdoor revealed that at companies with close contact between workers and customers, there’s a clear link between happy employees and happy customers. Across industries, the survey found that the rating that employees give their employers corresponds directly to improvement in customer satisfaction scores.
Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better. It has never been more important to create highly personalized connections with your customers — and connect with them more frequently than ever. Failure to do so will likely push…
No matter what your job is, you are measured on performance. But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation. So, how can you ensure that your agents…
An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers. The surveys were administered as part of our latest research project, the…
Maybe you’ve heard the proverb “Knowledge is knowing what to say. Wisdom is knowing whether or not to say it.” It’s a classic piece of folk wisdom that connects to customer service and the age-old question of whether contact center agents should have “no” in their vocabulary. While there are cases when agents should avoid using “no” and “unfortunately” in conversations with…