Blog

"Let’s keep this short." As much as you need your customers, and as much as your customers may be thrilled with what you are offering them, both still want to keep the phone call short. After all, this is business. The customer is calling because they have a need, and the quicker you can meet or address that...

What is the key to delivering customer-support excellence? According to Jordi Torras [CMO.com], you need to help your customers help themselves. Also featured are some top tips from Brian Solis, via John P. David [PRdaily.com], on three main ways PR and marketing pros can improve CX; Two great articles on employee engagement, the first on how to get your employees to share you content on LinkedIn by Chris Raulf [Socialmediaexaminer.com],

I read a very relevant and timely article entitled "The Customer Experience Performance Gap" over at Forbes last week where I posted a comment. I wanted to post the comment and a link to the article here for those that may not have seen it. ** My comment on Forbes.com ** Great article, and very timely. As...

The new NICE/BCG Consumer Experience Report 2016 has just come out and is already creating quite a buzz. According to the report social customer service is down 23% and 78% of baby boomers will leave a brand because of a customer service issue. With insights like these, we thought we would dedicate this week’s CX Buzz to industry tips and news on how to improve your social customer service and experience. Enjoy!

Congratulations! You’ve accomplished what you thought was the hardest part of acquiring a speech or text analytics solution – you successfully implemented it. The application is up and running, collecting and analyzing customer conversations and free-form comments from surveys, chat conversations and social media posts.

As a contact center manager, you've got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. So, what are the top metrics you should be looking...

Every day we go to work with the objective of helping our companies improve. Each day is shaped by the goal of success. As we all know, high performance of employees is what makes this goal a reality. If there is low performance, improvement is scarce. Listed below are five roadblocks that impede the road to success...