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The ability to be sent and to have received timely, information-rich, targeted, and actionable outbound communications is critical for customers and the customer experience (CX). Outreach such as for product or service notifications, offers, … [Continue reading] about Is There a Future for Outbound?
The Great Resignation that characterized the COVID-19 pandemic - the timing unfortunately coincided with the retirement of Baby Boomers that the outbreak accelerated - changed the job market in a significant and seemingly permanent way. A September … [Continue reading] about 5 Practical Employee Retention Strategies that Work
Just as contact center teams have begun to adapt to remote and hybrid environments, they are confronting a new set of challenges among them: economic uncertainty, inflation, and heightened consumer anxiety. As a result, maintaining customer … [Continue reading] about How to Optimize Conversations and Augment Customer Value
Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. However, there are some clear distinctions. The stakes are usually higher with B2B customers. A poor … [Continue reading] about Reaching Out to Improve the B2B CX
As soon as 9 am came around, my palms felt sweaty and there was an unease in the pit of my stomach. Because that was when the call center cranked up the outbound predictive dialer, shuffling calls to every available agent. This was when I worked as … [Continue reading] about How to Efficiently Maximize Contact Reach
“Come with me if you want to live” —The Terminator You’ve probably watched The Terminator featuring Arnold Schwarzenegger and ever since then associated robots with his character. But robots or “bots” are not just physical walking metal parts; they … [Continue reading] about How to Put Bots to Work
Every year we read articles about how vital contact centers are; insiders almost always write them, but rarely do we read the same opinion from people in the C-suite. The truth is many executives see contact centers and customer experience (CX) as … [Continue reading] about The Rising Importance of Contact Centers
The simple phrase, The Hurrier I Go the Behinder I Get, was displayed on a plaque in my home when I was growing up. For the longest time I just couldn’t make sense of it. Decades later the phrase has become abundantly clear, repeatedly demonstrated, … [Continue reading] about The Hurrier I Go… The Behinder I Get!
Gardening the CX Table of Contents, June 2023FEATURE ARTICLEGardening the CXBy Brendan ReadHow Stanley Black & Decker Outdoor gets the CX done.IDIOM INSIGHTSThe Hurrier I Go … The Behinder I Get!By Kathleen M. PetersonTaking time to make impactful … [Continue reading] about Contact Center Pipeline Magazine June 2023
When you step outside your house and hear the sounds of power mowers, tractors, tillers, and other gardening and cultivating tools chances are quite good that the equipment has been built by Stanley Black & Decker Outdoor (SBDO) under one of its … [Continue reading] about Gardening the CX
