Category: Customer Experience

5 Steps to Align Contact Center KPIs with Customer Experience Strategies


Does your organization have a Customer Experience strategy with set KPIs? Have you implemented either Net Promoter Score or Customer Effort Score? Like most managers, you understand that these metrics provide value. After all, you can’t manage what you can’t measure. At the same time, you may not be sure who is in control or what you can Read More >

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Anana COO Dave Tidwell on Multi-Channel Customer Experience [Guest Blog]

guest blogger

Dave Tidwell, Chief Operating Officer of Genesys partner Anana recently posted a blog on effectively managing the multi-channel customer experience . Dave takes an interesting look at a range of uses cases out there and how business need to take an integrated and chronological look at managing customer interactions across channels to be successful. Take a look Read More >

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Avoid the Social Media Customer Service Blind Spot

Social Media Analytics

Here is a common social media issue heard from brands all over the world: if one of my customers posts an issue that requires my company’s immediate attention on Facebook, Twitter or other networks, will the message even be received, or will it go unnoticed in the overwhelming amount of social posts online? For many companies, Read More >

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If You Build a Cloud Contact Center, They Will Come!


Recently I was watching the classic baseball movie, Field of Dreams – you know, where the farmer hears the voice from the cornfield say, “If you build it, he will come.” The famous quote made me think: if your company asked you to build a contact center from scratch what would you do? Now, wonder Read More >

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3 Customer Experience Strategies That Build Better Brand Loyalty

three steps

There is no simple answer for what keeps customers coming back to a brand, but there are strategies and solutions businesses can use to create customer experiences that have a proven impact on loyalty. We are increasingly seeing the wave of customers expecting their experiences to be seamless across all channels, touchpoints and interactions to be bigger Read More >

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Connecting the Customer Experience Value Chain


For any type of company today, the ability to deliver a promised customer experience consistently and seamlessly throughout the customer journey, across all channels, touchpoints and interactions remains an essential business imperative. From a consumer’s perspective, the customer experience journey starts with a brand making a promise, such as easy-to-use products, friendly service, 24/7 availability, fast delivery, and quick resolution. Read More >

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What CX Leaders Can Learn from the World Cup!


“Gooooaaal!”  That’s what I wanted to jump out of my chair and shout more than once yesterday, as I was one of millions in the world watching the nerve-racking USA vs. Belgium World Cup soccer game. Ugh.  As much as Tim Howard and the rest of the team wowed the world with an epic battle, the Read More >

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