Blog

Voice of the Customer (VoC) programs enable organizations to embed agility into organizational processes, making the organization move in small yet quick and continuous steps towards its goals of enhancing its customer experience, efficiency and profitability.

We are officially less than one week away from our biggest event this year, ICUC 2015! As time starts ticking away until your arrival in Salt Lake City, we’ve created a checklist for you. This list is compiled of some major “to-do’s” before you join us at the Salt Palace Convention Center. We have a lot of fun activities...

Customers are continuously looking for improved service in a timely and efficient manner. However, customer service can be notoriously slow and ineffective. Frequently, customers are being passed from department to department in contact centers, and rarely getting their issues resolved promptly.

Creating a delicious treat in the kitchen is no easy task. For most of us “non-cooking” types, we prefer to use some baseline recipe to get us started. For example, a cake requires some key ingredients in order for it to look and taste like a cake. Flour, eggs, sugar, salt, baking powder…you get the point. The...

"Millennials don't like to talk on the phone," says Rachel Burger [customerthink.com], while "1/3 European companies don't have an overarching CX strategy," says Michael Nutley [cmo.com]. All fascinating and true, but put them all together and you get this: "25 Statistics on the Power of Positive Customer Service" [onereach.com], all featured in today's CX Buzz put together just for you. Enjoy!

Everyone involved in the contact center industry instinctively knows that seconds matter. Let’s explore how much they matter and one specific area where virtually all contact centers are letting those seconds slip away. So, what is a second of agent time worth? That value obviously depends on the loaded hourly rate for the agent. [ For example, $10.00/60/60...

We are in the midst of a huge regulatory change that is unfolding before our eyes. The Dodd- Frank Wall Street Reform and Consumer Act has brought about the most significant change to financial regulation since the Great Depression. The Consumer Financial Protection Bureau (CFPB) which has about 1,000 staff and over $450 million in budget, have levied massive enforcement actions including $550 million in public penalties.