How the Role of the CMO is Rapidly Changing Before you can truly improve CX, you need to understand the disconnects between customer expectation, customer experience, and your current CX efforts. Most successful business leaders today understand that their customers...

How the Role of the CMO is Rapidly Changing In today’s environment of rapidly shifting customer expectations, the demands on marketing departments and, especially, CMO’s, have grown exponentially. Today’s CMO’s – and the teams they lead – are the drivers of revenue...

  A customer’s first purchase might be a leap of faith. Everything that happens after that is driven largely by how successfully you maintain – and protect – their faith in you. Before your customer buys again – or recommends you to anyone else – they need to...

  It’s All About Vision, Planning, and Choosing the Right Partner All the logistics of your growing business point to the fact that it’s time to outsource your inbound customer care operation. So, what’s keeping you from moving forward? Is it a concern about...

  Our Next Level Call Center Innovations are Featured in This Month's CIO Applications Magazine From CIO Applications The communications space is evolving at a faster rate and so are the needs and demands of the customers. The modern customer is aware of their...

8 Tips to Turn Customer Insights into Action Last time, I talked about the importance of customer surveys and the perils of proceeding surveying without a clearly defined plan. I also promised to share my favorite tips for avoiding those surveying pitfalls. Here they...

Why Customer Surveys are More Important – and More Risky – than Ever No matter what industry you’re in, you’ve probably noticed that your customers expectations are changing rapidly.  Often, those changes can catch you completely by surprise. Keeping up with those...

The Advantages of Letting Customer Care Agents Take the Job Home When I talk with business owners about moving their customer care operation from in-house to outsourced, I find that their opinions usually fall into three camps: Camp 1: those who say they will “never”...

  How many times in the past year has your customer care platform experienced any unplanned downtime? How did you recover – and how quickly? More importantly, how did you examine the experience to make sure it didn’t happen again? If you’re like most of us, you...

Running a high performance call center today is an increasingly complex responsibility. Consider how the role of the inbound customer care center leader has expanded. To run a successful operation, you must be: A Marketing Expert: Today, you can never take your finger...