Mystery Shopping in the Digital Age
It is every customer experience business leader’s worst nightmare; a customer service representative engaged poorly with a customer, who then recorded the encounter and made
It is every customer experience business leader’s worst nightmare; a customer service representative engaged poorly with a customer, who then recorded the encounter and made
As the growth of technology and artificial intelligence permeate the workplace, few can deny the obvious benefits of computer-driven analytics. Computers can data crunch millions
Companies spend a lot of money, resources and time creating quality monitoring programs that enhance their customer experience, however much of their effort is wasted
Industry leading organizations usually have one common goal – to provide the best service experience to their customers. Technology is undoubtedly a critical component of
In a marketplace with shifting paradigms and evolving technologies, it’s easy for enterprises to lose focus on the value of the customer experience. However, success
A critical success factor for any Marketing team is achieving a clear line of sight into customer needs and preferences, which gives businesses the ability
Imagine being at this critical contact center moment. A customer calls the contact center, upset by a problem and looking for answers. The agent is
Picture this: an angry customer is trying to resolve an issue that they are having with your company. After exploring your website for 10 minutes,
In most contact centers, customer service agents have been thoroughly trained to handle a wide variety of customer inquiries on products, policies, and services. However, as
A reputation for great customer service is built on many areas of business. In-store employees must be friendly, the website must be easily navigable, omni-channel
The customer experience landscape is shifting. Self-service options such as apps and websites are making it easier for customers to resolve basic account inquiries and
Companies strive for best-in-class service because they understand the direct relationship that exists between improved customer service, loyalty scores, and greater profitability. Customer Experience is
