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Staffing challenges within the travel & hospitality industry. A year and a half with minimal vacations and international travel. Is it any wonder that the travel & hospitality industry is struggling to hire enough people to meet this pent-up demand? MORE
I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it. MORE
You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. MORE
Planning the bachelorette party for a dear friend, I knew that “Oh Sh*t Kits” are a must to include for the bride tribe. MORE
What makes a sports team successful? Excellent athletes who work together on both offense and defense to win the game. A good pitcher alone won’t win a baseball game. MORE
Call center technology advances with the times to prioritize customer and client needs. In the modern age, artificial intelligence (AI) is a staple in the business world. AI is also present in the day-to-day operations of contact centers where it shapes customer satisfaction and business analytics. MORE
AI-assisted bots are reshaping customer digital engagements - and chatbots are leading the way. But customers today expect more than just a new interactive FAQ. They want the bot to know them, engage them and make decisions based on their specific customer history. MORE
The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre. MORE
In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. MORE
Agile thinking became the key to business survival during the COVID-19 crisis. Companies that could adapt quickly and creatively in the face of complex and unpredictable challenges proved that breaking with convention often can lead to a giant leap forward. MORE
Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold. MORE
If this last year taught us anything, it’s that we have a lot of SaaS apps. And, that we need them. At Guru, we hate context switching. And we love knowledge. So as your tech stack continues to grow, how will aaaaaall of those apps work together with Guru? MORE
Benedict Bleimschein, COO and Vice President of Customer Success at Mindbreeze looks at the challenges for customer service employees working in a hybrid workplace and suggests new tools that can help them. One size does not fit all when it comes to customer service strategies. MORE
The world of business is constantly changing and it can be difficult to keep up. But if you’re looking to make some changes, understanding the future of accounting can help you make the best decision possible. MORE
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. MORE
In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. MORE
Many companies are “pretty much kind of OK-ish” at responding to customers’ questions or complaints in social media. They do respond to customers’ social posts, and they reply pretty quickly. Some companies are doing darn well at digital customer care. A few are good. A handful are excellent. MORE
There is an old saying that states, “Take care of your house and let others worry about theirs.” MORE
IRVINE, Calif., July 20, 2021—Alorica Inc., a global leader in customer experience solutions, announced today the appointment of Michael Moore as Senior Vice President, Customer Experience (CX) and Digital Solutions. MORE
Learn more about how CXone’s smart technology, strong partners and deep expertise can be the winning combination for transforming your organization’s contact center and CX. CXone NICE CXone Events General MORE
The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. MORE
Scaling your business always involves a fair number of growing pains. Taking your team from 50 people to 500 and your revenue from $1 million to $10 million (or $100 million!) can mean changing everything from offices, processes, and branding, to something as huge as the company name. MORE
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It’s summer reading season. Today, I will share seven books that are an essential summer read for anyone in business. I hope that these books will make the same impact on you that they did on me. MORE
What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. MORE
The Big 6 Benefits of SIP Trunking What are the benefits of SIP trunking that make it the most attractive route to unified communications? We're breaking down 6 big advantages of SIP trunking, including amazing data around productivity, cost reduction, and ROI! MORE
According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently. That’s it. A single interaction. MORE
As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change. MORE
This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. We are in the middle of a skills gap crisis. MORE
Every company needs strong customer service to set them apart from its competitors. After all, customers are more loyal to businesses that treat them with respect, kindness and that support their needs. Customer service in a contact center is especially important. MORE
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