Customer Experience

This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

by Susan Preiss in Artificial Intelligence, Conversational Intelligence, Customer Experience, Susan Preiss

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better.   At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes […]

 

Read More

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

  Too tired to read? Listen to the audio via our podcast here: 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 […]

 

Read More

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. […]

 

Read More

The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World

by Kim Campbell in Customer Experience, Kim Campbell, Loyalty Program Management

  Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the pandemic changed everything about all our relationships. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once […]

 

Read More