Contact Center Leaders: 16 Telling Questions that Reveal How Well You Really Know Your Customers
Did you know today, April 19, 2018, is this quarter’s “Get to Know Your Customer Day?” I didn’t, but now that I do, it gives me a great reason to quiz you on how well you know your customers. As [...]
5 Goals to Improve Call Center Performance
Have you made your New Year resolutions yet? As I thought about my own, I also thought about the top things contact centers could do to improve in the coming year. As a result, here’s my take on [...]
Is Your Contact Center Doing Enough to Retain Customers? [Infographic]
CMOs agree that customer retention is one of the most critical measures of a brand’s health. So why do less than half of senior leaders believe their customer experience is “satisfactory or [...]
Brand Loyalty Starts with the Contact Center
The nature of the buyer journey is changing. As digital communication channels continue to emerge, brands need new ways to make personal connections with customers. Contact center agents make up [...]
Why the Focus on CX Puts Pressure on Call Center Agents
Every day, contact center agents act as brand ambassadors during their hundreds, if not thousands, of customer interactions. As customers embrace self-service options, the majority of routine [...]
The Year of Contact Center Employee Engagement: Our Top 10 Blog Posts
There’s been a sizable change in the industry as contact centers place a stronger focus on employee engagement in order slow agent attrition rates and provide a better customer experience. [...]
Customer Engagement Leads to Top Line Growth
CEO Tom Goodmanson delivers keynote speech at Customer Connect 15 on how technology empowers customer contact centers to drive corporate strategy and revenue growth. Year over year, we’ve [...]
