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Changes in technology and customer expectations have caused contact centers to shift their focus towards becoming Engagement Centers. These Engagement Centers aim to unify all communication channels that customers can use to interact with a business by bringing the management and reporting into a single source of truth. However, the transformation from contact center to engagement center has its challenges. Easy Integration Points Amazon Web Services (AWS) is a cloud based contact center solution. When using AWS Direct...

To use a bot in your business or not, that is the question. Recently, businesses have been working on improving their artificial intelligence engines, which have drastically simplified and improved the day-to-day operations of customer service agents.  This idea of being replaceable by machines was recently (and expertly) addressed in an iconic Pixar-like ad for University of Phoenix. Although some people have been reluctant to get onboard with artificial intelligence (AI) (and the bots fueled by it),...

CoBrowsing (or Collaborative Browsing) is a relatively new technology propelled by pioneers in the SaaS space. However, customer experience professionals seem to think that CoBrowsing and Screen Sharing are one and the same when in reality, they’re not. So what is the difference between the two models and how does adapting a CoBrowsing solution improve the overall customer experience? To answer this question, we need to identify and define the two concepts individually: Screen Sharing Anyone who has worked...

For businesses that refuse to focus on customer experience as a differentiator, customer loyalty is at an all-time low. Any enterprise that does not understand the importance of a quality customer experience will probably have a very small pool of loyal customers. Customer service is one of the greatest influencers of customer loyalty. According to the International Council of Shopping Centers, 74% of millennials will switch to a different retailer if their current pick demonstrates poor customer...

“The days of begging for a job are gone. It’s a candidate’s market. We send them ‘thank you’ notes after interviews now.” This quote exemplifies one reason why companies should take a good look at their employee experience. That quote is from Ana Recio, the head of global recruiting at Salesforce. To put her take on things into perspective, Salesforce is hiring about 6,000 people a year to keep up with their 30% annual growth. Employee engagement is...

According to a study by Walker, by the year 2020, price and products will no longer be the key brand differentiator — customer experience (CX) is set to take over. With this in mind, more and more companies are shifting their focus towards improving the customer experience. In fact, a recent report by Forrester stated that “nearly 72% of businesses say improving the customer experience is now their top priority.” But to many, the concept of customer...

Recently, call centers across the globe have been re-imagining their operational focus to become “contact centers”. This is likely due to the fact that with changes in technology, companies are realizing that the customer journey involves much more than just a single sales or customer service interaction on the phone. Especially with the rise of mobile communication, more channels are being used for customer contact. To put this into perspective, customers can now connect on an average...

It’s indisputable: customer satisfaction (or CSAT) is directly affected by whether customer expectations were met. By meeting or exceeding customer expectations, companies are building relationships with consumers that lead to increased loyalty and high levels of customer satisfaction.    Esteban Kolsky reported that if customers are not satisfied, 13% of them will tell an additional 15 or more people that they are unhappy. This has negative impact on how a business retains customers, and also influences their...

Customers are constantly setting and adjusting their standards for customer service based on  what they see other businesses doing. Among these standards is the quality of the customer experience they’re providing.  In theory, this  sounds simple, but customer expectations can be quite challenging to meet, and even tougher to exceed. According to a recent Walker study, by the year 2020, customer experience will be overtaking price and product as the key brand differentiator. Customer satisfaction (or...

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...