How Does Your Contact Center Stack Up Against Best Practices? [Webinar]

Best Practices

Considering the usual time frame between contact center technology refreshes is between 6-10 years, think about how much the customer experience landscape can evolve in such a short timeframe. For example, let’s look at the rise of new customer care channels in recent years: Facebook is only ten years old, yet has 1.2 billion global users Read More >

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Connect the Customer Journey with Enterprise Workload Management

enterprise workload management

Businesses all over the world are becoming increasingly aware of the importance of their customer-facing processes – from the front office to the back office.  To stay competitive, businesses are training their agents to successfully manage multiple channels while their performance and productivity are monitored in real time.  But, it usually takes work outside the Read More >

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3 Strategies to Reduce Online Shopping Cart Abandonment

Web Customer Service

Did you know that more than $3 trillion in merchandise is abandoned every year in online shopping carts? The figure dwarfs the $1.4 trillion that’s actually sold.  As retailers struggle to find new ways to get merchandise from cart to check-out, the abandonment rate is growing – from 69% in 2011 to 74% in 2013, according to Read More >

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Investing In Your IVR Pays Off For Financial Services

IVR bank

When it comes to growing a portfolio, financial service organizations understand that making investments can be risky, but profitable.  But, when it comes to investing in technology and processes to deliver the optimal customer experience, the odds that your company will build loyalty and increase customer satisfaction levels are likely much better! In today’s world of ever-expanding customer Read More >

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Customer Journey and the Collaborative Economy: G-Force Q&A with Rachel Botsman

Rachel Botsman G-Force

At our recent G-Force Melbourne event, I sat down with keynote speaker and renowned author Rachel Botsman. Botsman is a global thought leader on the power of collaboration, sharing through digital technologies and how they transform the way we live, work and consume. TIME Magazine recently called Collaborative Consumption one of the “10 Ideas That Read More >

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Keep Costs Down and Service Levels Up with Cross-Channel Workforce Management

workforce management

Here’s a challenge that customer experience professionals face every day: How do you successfully keep costs down, while ensuring that service levels and customer satisfaction scores go up at the same time? Recently, I was honored to have many of you hard-working, workforce management-minded professionals join us for a webinar titled Want to See Your Costs Drop & Your Service Read More >

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