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With continued market uncertainty, lingering inflation, and heightened customer expectations, business leaders are laser-focused on improving or, more accurately, energizing the overall customer experience (CX), as well as enhancing the customer … [Continue reading] about Energizing the CX
We all understand that quality assurance (QA) is vital in maintaining and enhancing performance within contact centers. Traditionally, human QA analysts have been responsible for assessing agent interactions to identify areas of improvement. However, … [Continue reading] about The Future of QA in Contact Centers
If you’ve ever called customer service to dispute a bill, cancel a service, or return an item, there’s a chance the conversation could end in frustration. If it did, your first instinct might have been to blame the agent, but it may not have been the … [Continue reading] about Better Automation Makes Better Agents
Brands rely on data to understand the customer journey, resolve friction points, and surface opportunities to shape and improve their product or service. Data helps identify what customers need or want from your brand and their customer experience … [Continue reading] about Raise Your Voice!
Your customers want and need to be heard and to have our insights gathered, analyzed, and if merited, acted on to enable success for your organization. But these are uncertain times, riddled with angst. We as customers are both demanding and nervous. … [Continue reading] about Hearing (and Understanding) the Customers
Fully remote, direct-to-patient (DtoP) contact centers - linking patients at home with agents at home - are becoming an increasingly popular way for healthcare providers to stay connected with their patients. These centers have been in operation for … [Continue reading] about How to Deliver a Healthy Patient Customer Experience
Good customer service is powerful. In addition to building trust, a positive customer experience (CX) drives loyalty and retention. Existing customers are more likely to try new products and their purchases have a higher average order value than new … [Continue reading] about Seeing a Better CX
As companies continue to search for ways to cut costs and improve customer experience (CX), self-service solutions have become increasingly popular. Conversational AI applications as a self-service option have seen rapid development, resulting in the … [Continue reading] about Decoding The Solution Options
Learning from the Customers Table of Contents, November 2023FEATURE ARTICLELearning from the CustomersBy Brendan Read; Q&A with Laura SikorskiCompanies should focus on the total experience.IDIOM INSIGHTSThe Intangible Value of Healthcare Access … [Continue reading] about Contact Center Pipeline Magazine November 2023
The products and services that customers seek from companies – the features, pricing, delivery, and marketing - continue to change. Along with the technologies, like those driven by artificial intelligence (AI), that are used in customer … [Continue reading] about Learning from the Customers
