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Delivering a top-notch customer experience (CX) has long been the key differentiator for businesses that want to retain their customer base and drive profitable growth. However, delivering exceptional CX at the business-to-business (B2B) level is … [Continue reading] about Why Software QA is Good for Business (to Business)
The current landscape of AI (artificial intelligence) in customer experience (CX) includes a wide array of applications, rapidly emerging trends, and a significant uptick in industry adoption. And with good reason: many customers are ready to jump … [Continue reading] about No Turning Back on AI
As industries evolve, so do customer expectations. Customer service is more critical than ever for maintaining customer loyalty and business success. Enter Generative AI: a groundbreaking technology that promises to revolutionize the contact center … [Continue reading] about Tailoring Generative AI for the Contact Center
There are many elements to building strong customer relationships and maximizing your interactions with them. One integral skill needed for this is the ability to ask the right questions at the right times with the right tones. When you can do this, … [Continue reading] about Asking the Right Questions
Optimizing contact center operations has become more crucial with the difference between a tweet of praise and a viral customer service horror story that can hinge on a single interaction. Enter the heroes without capes: contact center consultants. … [Continue reading] about The Contact Center Heroes Without Capes
Training is often a maze with many different and confusing branches that must be navigated to find one’s voice in the contact center. In my earlier days as a call center agent, I couldn’t help but notice the revolving door of new hires passing … [Continue reading] about Navigating the Training Maze
Customer expectations are outpacing the reality of what retailers can deliver in today’s experience economy. Consumers are looking for fast, first-contact resolution during service interactions and more convenience, connectedness, and visibility … [Continue reading] about Capitalize on These Retail CX Strategies
The more I see Customer Experience (CX) work evolve, the more convinced I am that it’s a battle for the mind. The few brands that manage to punch through the noise of a congested global marketplace and earn lasting customer loyalty are doing … [Continue reading] about Customer Service Awakened
Shoe-leather reporting, as defined by freedictionary.com, means collecting, writing, and reporting news stories. It often involves traveling and talking to different people to get all the important facts. Though started in the fifties, it is still … [Continue reading] about Shoe-Leather Reporting
Working With Consultants Table of Contents, June 2024FEATURE ARTICLEWorking With ConsultantsBy Brendan Read; Q&A with Laura Sikorski How to maximize the benefits of their counsel and services. IDIOM INSIGHTSShoe-Leather ReportingBy Kathleen M. … [Continue reading] about Contact Center Pipeline Magazine June 2024
