Want to Boost CX? Here Are 3 Things You Need to Know

By Derek Roush

boost cxOften, 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...
03.01.21 08:00 AM - Comment(s)

Let CX Drive Your Digital Transformation

By Derek Roush

digital transformationWe 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...
02.01.21 08:15 AM - Comment(s)

Humanizing Your Digital Experience to Enhance CX

By Derek Roush

digital experienceWhile 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...
02.01.21 08:00 AM - Comment(s)

Worried About CX? Give Your Experience a Test Drive

By Derek Roush

cx test driveFor 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 ...
01.04.21 08:15 AM - Comment(s)

COVID-19, Technology, and the 2021 Contact Center

By Derek Roush

2021 contact centerCOVID-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...
01.04.21 08:00 AM - Comment(s)

5 CX-Boosting New Year’s Resolutions for Your Company

By Derek Roush

cx boostingAs the new year draws near, companies begin to look toward the future. For many companies, this means reviewing their customer experience (CX) strategies. They look for CX-boosting opportunities to propel them forward, ensuring the new year brings them greater success.   If you want to enhance ...
12.07.20 08:15 AM - Comment(s)

Improve CX with These Amazing Tips

By Derek Roush

improve cxWhen you need to find a way to stand out from the competition, look toward your customer experience (CX). Through CX, you have the ability to build loyalty, generate positive word of mouth, and separate your company from the pack.   While many companies want to improve CX, figuring out how to c...
12.07.20 08:00 AM - Comment(s)

Building a CX Program: A Step-by-Step Guide

By Derek Roush

cx programHaving a robust CX program is essential. Without a strategic approach to customer experience management in place, you miss out on critical opportunities to enhance your offerings in ways that matter most to buyers.   A great customer experience breeds loyalty, leads to positive word of mouth, a...
11.02.20 08:15 AM - Comment(s)

The Dos and Don’ts of a Customer-First Mentality

By Derek Roush

customer-first mentalityHaving a customer-first mindset is touted as a good thing. It ensures your company focuses on the needs of your customer base, adapting to them as required.   However, a customer-first mentality, when improperly implemented, can also set your company up for disaster. It may cause you to comprom...
11.02.20 08:00 AM - Comment(s)

Need to Monitor Your Remote Agents? 5 Best Practices to Ensure You Do It Right

By Derek Roush

monitor your remote agentsWhen you operate a remote contact center, it’s hard to know whether your remote agents are as productive as they could be. You can’t simply walk by their workstation and check, and that can be frustrating.   Luckily, some technologies can make it easy to monitor your remote agents. The trick is...
10.05.20 07:15 AM - Comment(s)
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