Author: Keith Pearce

Ready for Digital Channels? 3 Tips to Keep in Mind

What now.

No matter where you look and what research report you read, all roads point to consumers increasing their use of digital channels for customer service. At the same time, only a third of companies succeed at fulfilling their customers’ expectations when it comes to handling multiple channels. The pressing question for every contact center is this: Read More >

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Drive Great CX by Modernizing on a Consolidated, Open-Standards Platform

Complex Organization and Technology

In the world of customer service, there have been two extreme goals that have defined corporate strategies over the years: maximize efficiency and effectiveness. Of course, most companies rarely focus all of their customer service strategies and technology purchasing on either extreme, but they have tended towards one end of the spectrum or the other. Read More >

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Measuring CX is not about agents, it’s about customers


Customer engagement and the contact centers that sit at the heart of those engagements remain critical elements for great experiences. But because contact centers are so good at measuring every aspect of agents’ work life, they tend to use those measurements as a proxy for great results. Reduce average handle time and positive customer experiences Read More >

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How Big Is Your Back-Office Customer Service Gap?

using speech analytics to improve customer experience

The people who are responsible for managing daily customer service interactions to a level that both the company and the customer deem ‘satisfactory’ face a monumental task.  Customers can be hard to please these days. They come to the customer service department more informed and educated about the products and services we offer than ever Read More >

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Are You One to One Or Still Playing Zone?

G-Force 2013 (Vienna) Approaching Fast – Justification Tips Inside

In 1996 Don Peppers and Martha Rogers wrote a book called the ‘One to One Future’ from which they outlined what became know as the One to One Marketing approach. The premise of the book and the marketing concept it advanced was about moving away from the mass marketing of products and services to starting Read More >

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Is Your Customer Service Architecture A House Divided?

Is Your Customer Service Architecture A House Divided

For many customers I talk to, it isn’t their people or contact center apps that prove inflexible in the face of today’s customer service operational challenges. Most often, it’s the telephony architecture that has them chained to a legacy of costly and proprietary tools that can’t support both the needs of their employees and their Read More >

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