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With so many quality products and services available to customers these days, the ability to engage a customer can make all the difference in the world when it comes to prospect acquisition and retention. What is it that sets engaged customers apart from those that aren’t emotionally involved or committed? Successful companies will tell you that engagement comes from shifting focus from “Customer Service” to “Customer Support”. What is Customer Support? A buzz-acronym that has gained a lot of...

The customer experience - it can be overwhelming and it can get confusing. The customer experience space is blossoming and becoming more agile. That means new terminology and verbiage has to be developed or sometimes even invented in order for people to have a way to describe all of the innovations made possible by technology and its integration into the customer journey. There is User Interface (UI), User Experience (UX), Customer Experience (CX), and a whole bevy...

Not too long ago, Dan Regenold, CEO of Frame USA, decided to spend a workday with one of his customer service representatives. Dan’s agents have a healthy daily task list. They answer and respond to live chats. They fill orders. They handle shipping and facilitate the billing process. At the end of the day that Dan spent with his agent, he had found that “the job of a customer service rep requires a patient, self-motivated, hardworking individual....

Today’s customer expects to have a broad selection of channels where they can  communicate with companies. However, when an issue cannot be resolved using one of these channels, such as live chat or voice calls, the customer finds they need to, oftentimes, switch to a different one. This can lead to customer frustration, damaged customer loyalty, and in some cases, complete abandonment. Channel Switching: What is it and Why does it Happen? Channel switching occurs when a customer...

With all of the speech recognition, machine learning, and bot-based customer experience solutions available to companies today, there are still a few industries that must continue to provide a personal touch in order to retain their customers. At the forefront of this group is the banking industry. Specifically within their online and mobile verticals, creating a suitable banking customer experience has become a bit of a tightrope walk as customers are expecting convenient digital solutions while still...

Lately, it is almost impossible to scroll through any news feed without coming across an article about Artificial Intelligence and its predicted impact on digital interactions in the present and future. Recently, one particular phrase  may have caught your eye- Conversational AI. But what exactly is Conversational AI and where is its place in the current landscape of contact center-based customer experience? What is it and What Does it Do? Here is how Amazon’s developer portal describes Conversational AI:...

Contact centers are constantly evolving due to the explosion of burgeoning technologies. With this being said, how do managers implement contact center best practices to coalesce with their product and message? First, we need to look at the framework. Contact centers have become a cornerstone in managing and implementing customer experience. The “call center” of yesterday has morphed into a much more agile avenue for companies to resolve service issues and drive sales by using a diverse...

The concept of the online, in-person customer experience is still relatively new, yet the possibilities are continuing to unfold as we now have the tools and technology to create seamless engagement across several digital channels. The challenge for companies will be to incorporate this new hybrid model (in-person and online) to meet the needs of today’s consumers who expects high-touch and multi-channel interactions. According to The CEO Guide to Customer Experience by McKinsey, 75% of customers expect...

Each year, J.D. Power releases its U.S. Insurance Shopping Study. The study for 2016 revealed that while insurers are investing in more digital channels with the customer experience in mind, they are facing challenges when it comes to converting online quotes to online sales. According to Greg Hoeg, vice president of U.S. insurance operations at J.D. Power, “Direct writers have invested heavily in digital channels to increase the functionality and ease of using their websites, which has...

Picture this: a contact center VP always has her ears pinned to the ground; she’s up on the latest trends in customer journeys and experiences. She’s aware that CoBrowsing is becoming a popular solution for just-in-time customer support. The challenge she now faces is how to choose a CoBrowsing framework that will fit her company in terms of both needs and message. After a company has realized the power of CoBrowsing technology, the next step is to...