It’s a given that customer service is currently experiencing a renaissance in many regards—ground-breaking companies are starting to realize that the CSR’s role has become far more than simple issue resolution. They are now recognized as a direct face of the company—critical brand ambassadors, vital to customer experience.

Your guide to creating a process that supports your customer journey.

Unified communication (UC) offer today’s global enterprises an unprecedented way to unite globally dispersed workers and increase productivity, all the while reducing infrastructure costs and earning a rapid return on investment. Yet despite the promise UC offers, employee adoption of UC technologies remains low. Many workers remain resistant to giving up established tools and ways of working.

As businesses constantly seek to do more with less, the contact center, if properly optimized, is firmly positioned to exceed performance expectations while delivering a superior customer experience. This white paper will bring insight into the opportunity for the contact center to deliver maximum sales return to the business.

In this paper, we explore the concept of managed engagement to build a stronger relationship with customers. Complete satisfaction during every contact is the driving force of the customer journey. Rather than viewing the customer experience process as a contact center transaction, we recommend treating it as a managed engagement.

A true understanding of the customer’s point of view is the key to a better conversation and a lasting connection.

Tips for greater engagement and higher rates of automation.

It’s less about putting together elaborate plans and more about implementing solutions across channels that get to the heart of the pain points

Culture plays a vital role in preserving the internal dynamic of a company and the customer experience your team delivers to customers. However, there’s often a confusion about what a company culture is actually comprised of. However great that ping pong table and unlimited snack access may be, company culture is about values and a commitment to upholding the values a company builds its reputation on. With reputation making up 25% of a brand’s market value1, culture impacts operations, customer retention, and revenue - three focuses far too important to leave to chance.

This paper will explore why the customer experience has become known as the “new marketing. It will also suggest strategies for transforming an organization into a customer‐centric business and establishing a foundation for long‐term, profitable growth.

Call Center Location & It's Impact on Customer Engagement

The Customer Experience world is filled with buzzwords and changing trends. As customers and technology evolve, so too must the strategies to provide effective CX. Journey mapping is just the latest buzzword sitting on the tongues of CX professionals everywhere. What once may have been considered a minor process has blossomed into the focus of many organizations looking to better understand their customers.

The landscape of brick and mortar retail is changing. Consumers are expecting retailers to interact with them in various new and innovative ways and to know their shopping preferences at each interaction, despite the channel.

This whitepaper looks at the valuable role that the contact center plays in the customer experience and best practices around that role in driving customer loyalty, from easy wins through simple agent-assisted and self-service transactions to the harder-won experience-based loyalty that can be realized during complex multi-channel communication.

Goodbye customer touch-points. Hello ongoing, meaningful contact. Business people know instinctively that engaged customers translate into higher revenues and profits. Still, when it comes to demonstrating the positive economic impact of customer engagement activities, they often come up empty handed.

Many enterprises struggle to satisfy the new demands of hyper-connected consumers. But ensuring that your customer engagement strategy is developed in partnership with your contact center organization can create the consistency of cross-channel experiences that consumers are clamoring for. Choosing a contact center outsourcing vendor with a level of expertise that can help you sway customer sentiment in your favor in sustainable ways should be a top priority.

What does the future hold for contact centers, business operations, and the customer experience?

Gamification is often simply viewed as a supercharged version of a loyalty program that provides more nuanced benefits to stimulate customer sales and loyalty. However, gamification in today’s world goes beyond the traditional approach of focusing on driving consumer sales to include loyalty, engagement, and brand enhancement. It is being used with equal success as a motivational technique to drive superior employee performance in a world gone gaming. In this paper, we’ll first list different approaches to gamification and illustrate how this strategy can be used to motivate customers into atypical behaviors. Then we’ll go on to show how it is being used to motivate employee behaviors in ways that were previously unthinkable.

The digital environment has dramatically changed the way customers expect and demand to engage with brands. It is a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. While there is no one-size fits all formula for customer-centric, multichannel, digital transformation, there are some fundamental elements every business should consider before developing a holistic customer experience solution.

Uncovering the reality of the service experience in today's "age of the consumer"