Reducing Customer Effort – Make it Easy to be Your Customer

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Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. NPS focuses on long-term happiness, whereas CSAT […]

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Get Ready for 2018 with These Free Research Reports

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Are you getting ready for 2018 planning? If so, we’ve compiled a short list of reports you will probably want to read (and we’re giving them to you free): Drive Revenue with Great Customer Experience, 2017 – Forrester Research In this report, industry analysts from Forrester Research, a leading global research and advisory firm, look […]

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Disaster Recovery Plans for Your Contact Center – Consider Cloud

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Each year as Southeasterners brace for another hurricane season they are advised to develop disaster recovery plans. How will they protect their home? How should they stock their pantries? Where will they evacuate to? This year’s active hurricane season prompts us all to reflect on our own readiness in case of disaster, including in the […]

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Time to Change the (Omni)channel

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If you’ve ever spent more than 15 minutes on hold with a customer service representative, you likely understand the frustration that brews during the wait. Add any other complexity on the road to resolution, and more emotions will begin to bubble to the surface – such as anger. A live agent should be well equipped […]

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