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Podcast: The Hidden Cost of Missed Customer Service Opportunities Podcast: The Hidden Cost of Missed Customer Service Opportunities The relationship between customers and businesses has changed dramatically in recent years. Today brands can’t bank on customer loyalty. When customers receive poor service, they won’t think twice about moving on. The data shows that customers have …

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3 Lessons for Building Employee Experience Initiatives That Win 3 Lessons for Building Employee Experience Initiatives That Win When we talk about employee experience initiatives from the perspective of a technology provider, it is nearly always in the context of success. Tools will change the way we work. New processes and workflows will improve productivity. …

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Why Now Is the Time to Jumpstart your Digital Customer Engagement Strategy Why Now Is the Time to Jumpstart your Digital Customer Engagement Strategy The growth of digital communication technologies—particularly messaging and social media—has clearly created a dramatic change in how we all communicate. As traditional channels , such as voice and email, decrease in …

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Podcast with Aragon Research: The Race to Better Employee and Customer Engagement Podcast with Aragon Research: The Race to Better Employee and Customer Engagement Business leaders often think about employee and customer engagement as two distinctly separate strategies. In fact, each is often owned by different teams within a company. The siloes created by this …

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Building a Customer-Obsessed Service Strategy Building a Customer-Obsessed Service Strategy Last year, a YouTube video went viral. Two seventeen-year-olds participated in a challenge: take a rotary phone and figure out how to dial a phone number in four minutes or less. To most readers, that probably sounds ridiculous. Four whole minutes to dial 7-10 numbers? …

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Heading to CCW in Las Vegas? Here’s how to get the most out of your experience Heading to CCW in Las Vegas? Here’s how to get the most out of your experience Ah, Las Vegas. The lights, the sounds, the energy… it is a hypnotic combination that everyone should see once or twice at most. …

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New Podcast: The Evolving World of Customer Engagement New Podcast: The Evolving World of Customer Engagement The rules for customer engagement have changed. The probability that a customer will stick around through a bad experience is quickly diminishing. Customers are even dropping an average of 4+ brands per year over bad experiences. Meeting the needs …

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Providing Proactive Customer Service: an Interview with Writer and Analyst Roy Atkinson Providing Proactive Customer Service: an Interview with Writer and Analyst Roy Atkinson Roy Atkinson in an experienced writer and analyst, regarded as one of the top influencers in the service and support industry. A certified HDI Support Center Manager, his expert opinion is …

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Chasing customer satisfaction: What are the benefits of cloud call center software? Chasing customer satisfaction: What are the benefits of cloud call center software? Blog summary: Cloud call center technology is all over the marketplace, but how does it relate to your business? Better understand the benefits –– and how they could help your communication strategy. …

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Four Keys to a Successful Enterprise IT Change Management Initiative Four Keys to a Successful Enterprise IT Change Management Initiative Businesses today experience a continual state of evolution and change to their technology stack. These innovations are often led by IT teams charged with ramping up digital transformation initiatives, leading workflow improvements, and replace aging …

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