Many people think that call center and contact center are synonyms. The terms are often used interchangeably when, in…
Communications
Tag Archive: #Contact Center
Before the pandemic, personalization was already a vital part of delivering an exceptional customer experience online and offline. However,…
Strategy
As a customer, I am still too often frustrated by my experiences with companies. While I hope to get…
Customer Experience
Today’s customer has different needs and priorities. There is a higher level of customer demands, and businesses need to…
Customer Experience
Often considered a company cost center and the Rodney Dangerfield of departments, contact centers have historically been overlooked and…
Customer Experience
“Did you hear what marketing proposed on the Zoom meeting this morning?” I’ll Slack you after I get off…
Communications
The standards for a great customer experience are changing — that’s obvious. While customer appetite for personalized, 24/7 customer service is…
Customer Experience
As AI becomes more and more commonplace, people are questioning, “Is my job safe?” Looking purely at the news…
Customer Experience
Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market, smartphones didn’t…
Customer Experience
My phone rings. It’s a mobile number, and I’m expecting a call. I pick up the phone. An automated…
Customer Experience