CX Tag

I have talked to hundreds of contact center leaders who scoff at the suggestion that they consider moving to a cloud platform, or at least using cloud-based applications. And I understand their issues. You can’t flip a switch on a large, complex, customized on-premises contact center,...

CX leaders want to improve their self-service capabilities to accomplish key goals: Get customers what they need without having to wait for a live agent; and offload agent interaction volume. Ultimately, they want to improve the customer experience, achieve higher CSAT, and drive more revenue to...

Organizations around the globe are trying to differentiate themselves with superb customer engagement. Customer Experience (CX) leaders know that by keeping customers elated, all other business metrics, including revenue and profitability, fall into place. Step 1 to ensuring customers are happy is to also ensure employees...

There are no shortages of application options -- and, with them, technology costs -- in the contact center. But the key focus for any spending should be to improve the customer experience.There are a variety of contact center technology options, including contact center software, customer...

Businesses have been moving infrastructure and applications to the cloud for years, but others have remained skeptical about the merits. With concerns about management, performance, security, costs and keeping a competitive edge, CX leaders question whether they want to relinquish their tightly controlled contact center...

As a research analyst, I have the incredible opportunity to speak with IT and Customer Experience (CX) leaders regularly to identify trends, best practices, and success metrics. One of the promising trends to improve CX is the integration of Unified Communications (UC) with contact center platforms....

Organizations are investing heavily in customer experience (CX), primarily because of the power social media the Internet affords to customers. One viral tweet or post can make or break a company—and that affects everything from revenue to customer ratings to competitive advantage. So it’s not surprising...

As companies increase their focus on the customer experience, contact centers are front-and-center to any technology decision. Nemertes conducted a study of 564 organizations to gather real-world operational costs and provider ratings. In this webinar, you'll learn: *How much do companies spend on contact center licensing...

Nemertes Research conducted a study of 517 companies to understand what successful companies do differently than those that aren’t yet delivering solid CX. We all know those brands that have distinguished themselves by delivering top-notch customer experience – Southwest Airlines, Chick-Fil-A, and Ikea, to name a...