5 ways to cut costs in your contact center

Contact center efficiency is always a top concern for contact centers, looking to handle ever-increasing contact volume without burning out already stressed agents. In the past, we’ve talked about improving customer experience benchmarks, and the baseline benchmarks that companies…

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Important considerations for schools tackling digital woes

This is the third post in a three-part series on digital transformation in post-secondary education. In our first post, we examined the poor state of digital transformation at post-secondary educational institutions and the biggest factors driving the need for…

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The top 7 barriers to digital transformation for post-secondary education

In our last post, we examined the poor state of digital transformation at post-secondary educational institutions. Currently, the biggest factors driving the need for digital transformation are: Increased competition for higher learning institutions through increased numbers of schools…

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Students are frustrated with the poor state of digital in post-secondary

When speaking about the challenges of digital transformation in a rapidly-evolving market, the business/customer relationship is often the focus. However, we tend to forget that digital transformation is a conversation that is also of vital importance within education….

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Big banks are worried about the threat posed by tech giants

The rising threat of fintechs to the financial industry is hardly new, but it seems that increasingly, large banks are worrying about tech companies encroaching on customer financial decisions. Royal Bank of Canada‚Äôs Dave McKay recently made news…

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Important etiquette tips for customer service on social, live chat and email

Social customer service isn’t just a nice-to-have anymore, it’s a must-have. As smartphones continue to change the way we live our lives, consumer expectations for social media customer service continue to evolve. Even just a couple of years…

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5 reasons social customer service belongs in the contact center

As how we use social media continues to evolve, so does the role that social media fills in consumer interactions with brands. When companies first started engaging in social media, the approach was much more passive. Even just…

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Infographic: Social customer service expectations in 2019

The era of social customer service is here, and consumers no longer have patience with companies that can’t keep up. Already in 2019, we’ve seen the death of major brands that couldn’t keep pace with the continuing digital…

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The Importance of Gender-Neutral Language for Customer Service

Attitudes toward what constitutes good customer service are always changing, because they are rooted in a culture that is always changing. Today, companies find themselves having to think about how they present themselves in entirely new ways, because…

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The Payless bankruptcy is a cautionary tale for digital laggards

A couple of weeks ago, it was announced that Payless would be filing for creditor protection and filing bankruptcy after they were unable to pay February’s rent on retail locations, and that all 2,500 North American locations would…

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