Exceptional customer experiences don’t just happen. They don’t happen when someone finds their favorite movie on cable or gets a good deal on a blender. Those moments excite us, sure. But they’re just touch points in the relationship.
Real customer experience is not defined by a single moment. It’s made up of the person’s view of the total sum of interactions with a brand. The good, the bad and the utterly forgettable.
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Call center vs. contact center. Many use these two terms interchangeably, but they are not the same thing. Call centers and contact centers are two distinct models for business communication. And assuming otherwise could lead to an embarrassing faux pas or a damaging business mistake.
The primary difference between a call center and contact center lies in the methods of communication and overall experience. But before getting into specifics, start by understanding what these terms really encompass. Read More >
By Amy Goodwin, Senior Speech Technologist
Expanding on a global scale is great for business, but it also creates its own host of challenges. While you need to know all about cultural norms, the first step is adapting current practices to international needs. Most likely, that includes creating a multilingual interactive voice response (IVR) system. Read More >
By Jil Fisher, Vice President of Product Management
Some things never go out of style, like The Beatles, evenings by the fireplace and homemade apple pie.
Unfortunately, your contact center isn’t one of them, and if you haven’t replaced or upgraded your solutions recently, there’s a good chance your customers have noticed. In that case, it’s probably time for a little contact center modernization. Read More >
By Jarrett Schmidt, Senior Vice President of Sales
Create great customer experiences. For an ever-growing number of businesses, that’s the golden goal — the El Dorado of customer care.
But as new theories, technologies and market demands continue to sprout, business owners and leaders can soon find themselves enclosed by thick vegetation. Soon, the once-clear path has fallen out of sight. Read More >
By Jay Harris, Senior Director of Client Operations
It can be a challenge keeping up with ever-changing customer demands. Consumer trends shift from one year to the next, and so must your communication plan.
But how can you afford to constantly try out new practices without breaking the bank? Well, a major U.S. pharmacy is one of many businesses that has achieved just that. They improved customer experience (CX) and raised prescription refills by 8.8 million thanks to one important strategy: champion-challenger testing. Read More >
By Chandler Harrison, Account Development Executive
Despite your best intentions, things don’t always go according to plan. Those moments threaten the brand image you’ve worked hard to create, making a good incident response plan crucial. Read More >
By David Orwick, Product Development Manager
As competition rises in every industry, customers choose brands more often based on their experience with a company. Consumers want to know that a business truly cares about them and can deliver a personalized experience.
For an organization with millions of customers, that may sound impossible, but with a little strategy and one helpful piece of technology, any business can create a single customer view to deliver personalized experiences for each and every customer. Read More >
By Peter Wulfraat, Vice President of Sales
Starting a new project can be exciting, challenging, and scary all at the same time. Whether it’s texting customer service or adding natural language to your IVR, you know a new technology solution has the potential to improve the customer experience, but how will your customers respond?
So how do you answer that question without paying for and implementing a full-scale solution? You start small and take it for a test drive with a pilot project. Read More >
By Emily Bannick, Director of Client Services
Whether you’re looking for a Christmas gift or just treating yourself, mobile shopping has definitively changed the face of retail.
Consumers have shifted from shopping primarily in brick-and-mortar stores to buying their goods and gifts online. And now, another change is occurring as customers bypass their laptops in favor of mobile shopping on their smartphones. Read More >