Contact Center Tag

By conveying real-world stories of customer experience (CX) success, organizations hope to grow their customer base. But being successful at telling the CX success story requires more time and planning than most people realize. First, it’s important to develop a CX strategy that is positioned to...

As Digital Customer Experience (DCX) technologies continue to take center stage at many organizations, business leaders are faced with numerous questions about their contact-center platforms. This holds especially true for companies that are at or nearing end-of-life with their on-premises platforms. Many such companies have used...

For years, high agent turnover rates have been one of the biggest problems facing contact center leaders. Low pay, lack of promotions, or dealing with cranky customers day after day convinced all-too-many agents they needed to look for a different career. In the past three years, though,...

Few companies run a voice-only contact center anymore. On average, they use five types of interaction channels, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 companies. That’s great, but which channels are the best to use, particularly in the rapidly changing world of...

Digital Customer Experience (DCX) efforts enables organizations to provide new means of engagement including via mobile apps, chat, virtual and augmented reality, and by using AI to improve engagement routing and response. As organizations invest heavily into DCX strategies, they are bolstering their contact center...

The focus on customers is more intense than ever—and for good reason. External customers (consumers of products, patients, students, investors, etc.) can wield more influence than any advertising campaign or marketing program, thanks to social media, mobile messaging, and Web-based ratings. Happy customers can make a...

I attended the Mitel Next conference in Phoenix last week. Though no big announcements came out of the conference, there were some key takeways. Mitel executives conveyed the message to customers and partners that they’re not abandoning on-premises Unified Communications (UC) or contact center customers. Unlike...

Customer ratings are the top metric companies use to track for success or failure in their efforts to improve customer experience, according to Nemertes' 2018-2019 Digital Customer Experience (DCX) research study of nearly 700 global companies. There is no shortage in the types of customer success...