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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...

Empowering your agents through technology As the customer experience becomes more of a focus for businesses, companies are doing more to ensure their employees have the necessary tools to deliver a positive experience at every customer touchpoint. This is especially true in the contact center - where each customer engagement weighs heavily on their overall experience and satisfaction. So, how do we ensure that support agents have all the tools and context they need to go above...

Using Live Web Observation to Improve Customer Support As customer expectations rise, it’s becoming increasingly difficult to provide a positive customer experience. Today, regardless of industry, customers expect immediate support, accurate answers to their questions, and ultimate convenience. It’s simply not enough to just be better than your competition. Instead, you’re expected to match the experience offered by companies like Amazon or Apple. Providing an experience that meets or exceeds the heightened expectations of the customer is difficult....

There’s no denying that the use of artificial intelligence (or AI) is quickly growing as a useful application for customer service in the business world. In fact, Forrester reported that artificial intelligence will replace 16% of American jobs by the end of the decade (though we’d beg to differ). On the bright side, for those worrying about job security, Narrative Science stated that 80% of executives believe that artificial intelligence will improve employee performance and create...

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...