Customer Experience |
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Customer Experience

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5 Steps for Responding to an Angry Customer

Working in customer service is a stressful job. Payroll, purchases, inventory, market share, etc. take the lion's share of our daily tasks. But, there's one thing I left out: the customers. No... Read More

Why Survival Mode Kills the Customer Experience

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start... Read More

Putting Together the Customer Loyalty Puzzle

Loyalty, defined by, is a faithful adherence to someone or a cause. When talking about customers, the ultimate act of loyalty is a renewal. Measuring loyalty as it happens is easy.... Read More

7 Simple Ways to Improve the Customer Experience

Customer experience can, more often than not, determine a company's level of success. Research shows that when customers are dissatisfied with their experience, they will find another company that does meet their... Read More

How to Supercharge Customer Service with Artificial Intelligence

Artificial Intelligence (AI) may seem like a futuristic concept, but its uses are spreading like wildfire. Garnering worldwide momentum and adoption, AI is on the path to becoming the new electricity –... Read More

How Marketing and Customer Service Can Work Together to Improve the Customer Experience

The relationship between marketing and customer service is often complicated, if not nonexistent. It doesn't have to be that way! In fact, both teams can work together to improve the customer experience.... Read More

Healthcare Contact Center Must-Haves for Patient Satisfaction

Business-savvy healthcare leaders recognize that patient satisfaction impacts the financial health of hospitals and health systems. For this reason, hospitals across the U.S. are going to great lengths to ensure that employees... Read More

15 Ways to Strengthen Your Contact Center

A few years ago I was part of a conference panel discussion designed to share a wide range of ideas on improving call center operations. The rules were simple: each idea had... Read More

5 Ways Leaders Can Inspire a Culture of Service

Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. In our industry, which happened to be web hosting and domain name... Read More

What Contact Center Agents Wish Customers Knew About Their Job

Working in a contact center can be challenging and rewarding, but it's also stressful. Let's face it. It's not always easy being an agent. There are plenty of misconceptions about life in... Read More

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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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