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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...

A Path Towards Delivering An Optimal Customer Experience It’s no secret that customer expectations are at an all-time high and, for many companies, meeting their demands is a daunting task. To deliver the experience that customers have grown to expect, companies...

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...

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...

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...

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...