Is Your Customer Service Kick-Ass?
Customer Experience
Agents Step in Where Self-service Leaves Off Normally, I don’t associate the…
How far can Self-Service go?
Customer Experience
Balance between Self-Service and Customer Service Agents In the call center and…
Retailers Turn to Outsourcing as Consumers Shop at Will
Customer Experience
Retail hopscotching makes serving customers trickier than ever.Self-Service – A Positive or Negative for Customer Experience
Customer Experience
Self-service options are standard in today’s contact center environment. It’s typical to…
Top 4 Traits of Virtual Contact Center Solutions Providers
Customer Experience
Outsourcing contact centers has been a positive for many organizations. Unfortunately there…Social Media – The Elusive VOC Platform
Customer Experience
There has been much discussion about social media and the power it…
The Positive Customer Experience – Customer Loyalty Formula Requires the Virtualpreneur™ Factor
Customer Experience
Loyalty programs have really taken off since 2008 and are widely used,…
Customer Engagement Requires Understanding Emerging Channels
Customer Experience
With new and better ways to communicate with customers, it is important…
A Customer-Focused Strategy Means Never Having to Say You’re Sorry
Customer Experience
JC Penney recently released new ads apologizing to their customers. While work…
Build a Solid Foundation for Positive Multi-Channel Customer Experiences
Customer Experience
There are a multitude of discussions on contact centers using cloud technology,…
Want Improved Customer Experiences? Think Virtual.
Customer Experience
Customer experience is a much-touted metric that, while a positive goal, can…‘Tis the Season – For Increased Customer Transactions
Customer Experience
The holidays bring an unusual dichotomy to business. Those that provide consumer…