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On the Podcast: Creating Call Center Leaders with Jim Rembach

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Jim Rembach, president of Call Center Coach, an...

Five Keys To Successful Digital Transformation

According to McKinsey & Company, digital transformation is a uniquely complex challenge, because it impacts nearly every facet of an organization. It requires “unprecedented...

Five Ways To Become an Influencer Inside Your Company—And Why You...

We tend to think of networking as creating new connections outside of your company. While this is true, it’s important not to underestimate the...

4 Customer Service Love Stories That Do A Lot More Than...

By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. The airline passenger dragged from...

Poor Customer Service? This is (Probably) Why

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor experiences,” said Forrester CMO Victor Milligan on...

The Art of Customer Service

We live in an era when shoppers demand first-rate customer service experiences and every interaction plays a vital role in a company’s success. “Service...

Why Bots Alone Are Not a Smart Way to Lower Customer...

Here’s a scenario I’m hearing about more and more regularly: In an effort to cut costs, Company X decides to replace the humans in...

Want your colleagues to embrace digital change? Avoid these five missteps

Selling digital transformation within an organization can be twice as difficult as getting buy-in for any other kind of wholesale revolution. Because while the...

Four Ways to Sell Stakeholders on Digital Transformation

Engaging in online sales without built-in, comprehensive support is a lot like opening a brick-and-mortar store without floor staff. No one’s available to help...

How To Raise The (Painfully Low) Bar On Customer Service Calls

Customer expectations are extremely high—a recent Salesforce study found that customers demand seamless, personalized experiences with brands. And if they don’t get them? Well,...
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