Are Your Customers Losing Patience with Your Customer Care?

by | Sep 7, 2022 | Blog

As a consumer, I know how I feel when I have to reach out to customer care. So do you. Some brands (our favorite brands) make it so easy.  One call or text or chat is all it takes to get what we need. So quick and painless that we barely stop to think about how well...

The Timeless Consumer Needs That Define Great CX

by | Aug 24, 2022 | Blog

We spend a lot of time in the customer care industry talking about consumer expectations: the trends, the unpredictable shifts, and of course, the latest and greatest innovations we can employ to better meet them. We invest in ever-greater organizational flexibility,...

Is Your CX Performance Slipping? Forrester Thinks So

by | Aug 12, 2022 | Blog

Even tiny shifts in leadership focus can lead to costly drops in customer experience. After showing an impressive post-covid CX rebound – and steady gains in 2021, US brands appear to have hit the wall. That’s according to Forrester’s 2022 US Customer Experience...

No, Your Agent Retention Programs Aren’t Really Working

by | Jun 7, 2022 | Blog

“You can make or break a brand relationship in a single conversation…” That was an opening sentence that caught my eye the other day. Instantly, I thought, “Agreed!” It was an article about the tumultuous shifts that contact centers – and the brands that...