When a complex need arises, customers expect to be connected to a well-prepared agent who can quickly resolve the situation. That fix must be applied in a way that leaves both the customer and agent feeling great about the outcome. Fortunately, the technologies now exist that allow contact centers t...

Leaf Home built its call center operation to drive potential customers to a cheerful encounter with all the departments to which they connect. That pleasant working relationship starts with Leaf's call center staff. We spoke with the company's chief human resources officer, Sean Loboda, to discuss ...

Microsoft recently disclosed that it too was no doubt a victim of the same Russian-based hacker gang responsible for the SolarWinds onslaught. As some of the details surrounding the cyberattack become known, the bleak disclosures might justifiably cause a sniffled gasp indicating that if Microsoft c...

The fifth annual Customer Expectations Report from Gladly reveals what today's consumers want from brands, especially when shopping online. The report describes how consumers' expectations of retailers have changed in the last year amid a global pandemic and an online shopping boom. Also suggested i...

Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings...

As the pandemic continues to keep shoppers out of brick-and-mortar stores, new shopping behaviors continue to include smartphones to nudge products into consumers' digital shopping carts. CRM Buyer discussed with Dennis Reno, SVP and head of customer experience at Cyara, how mobile CX is influencing...

Robocalls, spam and call spoofing have all but destroyed Americans' trust in telephone calls -- to the point that many individuals have essentially stopped answering the phone. Here are seven steps that organizations can take to combat erroneous call blocking and increase answer rates. These measur...

Digital technologies can help shift health and public safety agencies from a "detect and respond" approach to a "predict and prevent" stratagem. They can also set the stage for a more connected and data-led approach through robust cybersecurity architectures, efficient remote workforces, and secure ...

As the dust settled on what most have deemed the "new normal" of working from home, many industries -- including customer service -- rapidly shifted operations to be remote work-friendly. At the same time, call volumes increased exponentially: During the last few months, airlines saw a 199 percent i...

EXPERT ADVICE

A 6-Point Plan to Leapfrog to CX Leadership

Customer experience as a boardroom topic is more relevant than ever. Enterprises are investing significant digital transformation budgets and commissioning large projects to elevate CX. Yet more than 70 percent of digital transformation projects fail to move the needle at scale. One topic that has a...

The concept of AI improving emotional intelligence might sound like a paradox. A coded algorithm is not the most natural supplement to human empathy, after all. However, customer experience leaders understand that AI-powered technologies can transform the way businesses understand core audiences. Cu...

Every successful, long-term business has a common denominator in training as it relates to online sales customer contacts. Notice I said "long-term." A great product or unique marketing effort can fall short when a customer contacts an employee who is ill-equipped to respond. Some 72 percent of onl...

"Digital transformation" is not a new term or concept. While it has taken on multiple definitions, one thing is for sure: Companies view it as a top priority, so much so that enterprises are projected to spend in excess of $2 trillion through 2019, according to IDC. This insurgence of digital transf...

CUSTOMER SERVICE BREAKDOWN

Shield Healthcare: Serving the Poor, Poorly

Sometimes when you tug on the thread of a small customer service failure, you unravel a big skein of much knottier problems. That happened when Shield Healthcare didn't send "Great Aunt Nelly" her shipment of medical supplies on time. There are many people like Nelly in the U.S. -- elderly and disab...

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