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Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service. Of course, it’s important to realize these departments overlap, in part because great customer service stories go viral and make brands stand out as reliable, responsive and fun to interact with. In short, social customer service is the new marketing. But…

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can cost…

Leading global college admissions agency CollegeWise has experienced an employee retention rate of nearly 100 percent in each of the past four years – a far cry from the average annual turnover rate of 19 percent, according to the Society for Human Resource Management. CollegeWise CEO Kevin McMullin credits the company’s employee engagement strategies for its low turnover rates.

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge. It’s not surprising that many contact center leaders…

I like playing a fraudster. Every time I call one of my service providers, I play a little game of persuading the agent to skip parts of the authentication process just for fun. I am always surprised how easy it is to psychologically manipulate an agent. And I’m not a fraudster.

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…