Customer Experience

What You Need to Know About Contact Center BCP When Outsourcing

by Abby Saranchuk in Abby Saranchuk, Business Continuity Plans, Customer Experience, Customer Service Trends

In the current landscape of customer service, brands must put themselves in the shoes of their end-users to stay competitive and differentiate themselves. The customer experience reigns, and frontline agents must deliver on customer expectations with reliability and consistency. But what about when crisis hits? If the pandemic has taught us anything it’s that reliability […]

 

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The Evolution of Customer Experience in the Travel Industry

by Kim Campbell in Customer Experience, Customer Service Trends, Kim Campbell

  Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service? Even before the pandemic, customers found themselves faced with myriad rules, restrictions, and bottlenecks to navigate before reaching their destination, leading to many a meltdown at checkpoints and terminals around the world. […]

 

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