While speech analytics is a relative newcomer to the scene, its potential for improving the contact center landscape is significant. The technology has the ability to look beyond what’s being said, effectively reading between the lines to derive greater meaning from conversational exchanges.   ...

While the light at the end of the tunnel is getting brighter, that doesn’t mean the world will return to where it was before once the pandemic ends. This has a direct impact on how companies need to view the customer experience (CX) moving forward, as post-pandemic CX won’t necessarily resemble the ...

When companies reflect on the customer experience (CX), the tendency is to focus on the emotional. The goal is to make customers happy, ensuring a positive experience leaves a great impression.   While there is certainly a degree of art involved in a CX journey, you should also make your approa...

Often, it feels like enhancing the customer experience (CX) means constantly shifting your focus. In many ways, CX is a moving target, as customer sentiment and perceptions are rarely stagnant. Not only are your company’s decisions exerting their influence, but there are also external factors that a...

We live in an increasingly digital world. While many adjustments to company operations are based on functional efficiency, the customer experience (CX) has also become a major priority.   Businesses understand that CX can be crucial to their success, creating opportunities to separate themselve...

While the customer experience (CX) landscape is increasingly virtual, that doesn’t mean it should lack the human touch. Humanizing your digital experience is often crucial, ensuring that interactions involving automated voices, artificial intelligence (AI), and other technologies don’t feel overly m...

For contact centers, an exceptional customer experience (CX) is essential. Great CX can serve as a differentiator, ensuring you remain ahead of the competition. It can also generate positive word of mouth, lead to better reviews, boost customer loyalty, and spur sales.   Most companies want to ...

COVID-19 was a disruptor. Contact centers often had little choice but to transition to new operating models, typically by sending employees home to work remotely. While many hoped that the coronavirus would be a short-term event, it proved to be anything but. As a result, COVID-19 and the technologi...