Customer Journey Mapping Playbook
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you
Contact center quality monitoring programs aim to capture a 360-degree holistic view of an omni-channel customer journey, focused on the Voice of the Customer and
Are your customer service agents offering empathy during the Global Health Crisis? Sympathy and empathy are behaviors that are often used interchangeably although they are
In May 2018, the White House administration signed a piece of bi-partisan legislation that rolled back banking regulations passed in response to the 2008 financial
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
Today’s rapid growth of purchasing options leaves companies scrambling for their fair share of time in the spotlight. From both direct competitors to new alternatives,
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
Leadership must set the tone and define the metrics for customer experience success in the organization. The implementation of programs such as Quality Monitoring will
The importance of customer experience in today’s marketplace is well understood as a competitive differentiator, as well as a driver of brand and customer loyalty.
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
