Getting the right tone in customer service: some do’s and don’ts

Tone is one of the most important aspects of a successful customer service interaction; when recalling the interaction later, customers won’t remember the words that you used, but they will remember the tone and how it made them feel….

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Google’s €50m fine and the high cost of poor cyber security

In January it was announced that Google was to be fined €50 million for violations of GDPR – the EU’s set of data protection regulations, which went into effect May 2018. The reasons cited for the fine were: Users were…

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GDPR is here: are you protecting your customer data?

In our data-driven world, customer data has become increasingly vital to businesses looking to keep up with rapidly-evolving customer expectations. However, many businesses have failed to appropriately safeguard customer data, leading to a growing epidemic of data theft….

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10+ ways to reduce contact center hold time

One of the few universal truths of customer service is that nobody likes being on hold. In a world with ever-increasing demands on our time, we all have better things to do than listen to poorly-looped smooth jazz…

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Integrating social media into your contact center

A few years ago, conversations about the utility of social media for business would focus on social media as a listening tool. Experts would position social media as a way to passively gather data from the market to learn…

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Employee experience is the new CX

As digital technology continues to revolutionize the way we do business, many businesses have started to learn the importance of focusing on their customer experience (CX). Today’s consumers are loyal to experiences, not brands, and many companies have…

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How to Choose the Best Contact Center Software

It’s 2019, which means businesses are looking at the year ahead and trying to make decisions about how best to adapt to the ever-shifting business landscape in our increasingly digital world. However, with the explosion of software options…

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Wasn’t 2018 supposed to be the year of the chatbot? What happened?

In our last post, we talked about the difficulty of balancing the excitement that the limitless potential of digital technology inspires against the practical realities of implementation on a large scale, which led us to ask: Wasn’t 2018…

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Why is it so hard to make realistic New Years predictions?

As we look forward to the new year ahead of us, it’s only natural that we make predictions about what we expect to see in the next year. The way that we do business continues to change at…

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Infographic: 2018 Challenges for Digital Retailers

In our last post, we looked at 2018 facts about consumer behavior and consumer trends with regards to digital transformation and digital customer experience, including: Thanks to the Internet of Things, we’re drowning in data The continued growth…

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