5 Ways To Gain Valuable Customer Feedback

call center agents

If you’re looking to learn more about your customers, a recent article by Nancy Porte has you covered. While traditional customer surveys may still be useful and can provide a great start to developing a company’s customer experience program, Porte points out that people are gradually becoming less likely to respond to them. In addition, surveys only give companies a high level overview of how customers view your company; they don’t give you too much detail. Porte gives the following five methods to learn more from your customers. (more…)

6 Ways Companies Can Show Customer Appreciation

call center agents

What’s a great way to earn loyalty from people? Always show them you love and appreciate them. In his article, Jeremy Watkin draws a parallel between showing appreciation to loved ones in your life and the relationship companies can have with their customers. While romance isn’t a part of the customer/company relationship, there are many lessons companies can learn from successful personal relationships. Watkins provides the following six ways companies can show their customers that they appreciate them.


Benefits of Cloud Software as a Service (SaaS) Solutions

Cloud call center software

Perry Price, President of Revation Systems, recently wrote an article about a hot trend that’s been occurring in the call center industry and pretty much every other customer-centric industry; cloud Software as a Service (SaaS). Companies are utilizing SaaS technology in an effort to integrate communication while improving their existing capabilities. Cloud software is flexible to be customized to every company’s need and are easy to use and integrate because they’re located entirely on the internet. (more…)

4 Ways Call Centers Help Healthcare Providers Deliver Superior Care

healthcare call center

Customer experience is valuable in most, if not all, industries. Often, the quality of customer experience in the call center is critical in fostering customer loyalty and maintaining a steady revenue. However, there is one industry where the call center experience is more important than customer loyalty and revenue; the healthcare industry. Customer experience in the healthcare industry is about ensuring accurate and sensitive information is given to patients in an empathetic and caring way while maintaining high standards and compliance. In his recent article, Fred Chua gives four ways call center services can help healthcare providers deliver superior care to patients. (more…)

4 Requirements To Earn Brand Loyalty From Generation Z

call center agents

Your company has probably worked to make sure your customer experience can delight the Millennial generation, but have you considered Generation Z? The people in Generation Z were born between 1995 and 2010 and have never known a world without the internet. A recent article by Ly Pham discusses the differences between Millennials and Generation Z. The biggest differences in Pham’s article include: (more…)

Can Artificial Intelligence Provide Real Value In The Customer Experience?

artificial intelligence

Artificial Intelligence (AI) is back into the mix as a popular technological tool and a trendy topic for discussion. In his recent article, Vince Jeffs likens the path of AI in corporate culture to a comet. Unlike other technological trends that rise for a period of time and then fall into obscurity if they don’t provide value, AI seems to have a path like a comet where it appears, disappears, reappears, etc. Every time AI makes an appearance, people become entranced by it and looks for ways they can implement it into their company. Jeffs article dives deeper into this phenomenon and examines whether AI in the customer experience can provide real value, or if it’s superficial and will eventually fade away. (more…)

What You Should Expect From Your Customers…

Call center agent

In his recent article, Ian Golding poses an interesting question to companies: What do you expect from your customers? It’s a question many companies never think about because the focus is always on what they can do to meet their customers’ expectations. Though it’s a challenging question to answer definitively, Golding says that customers should have a clear understanding of things such as what your company can do for them, how your company’s product or service works and what you want their experience to be, and who to contact at your company with any inquiries. (more…)

5 Biggest Mistakes In Customer Journey Mapping

Board Room

Customer journey mapping has been rising in popularity in recent years as a topic all over the internet, including our own blog. There are various reasons why companies are starting to use journey mapping when creating their customer experience (CX) program, but the primary reason is that it helps explain important information in a relatable way that helps people better understand the necessity for CX programs. Understanding the customer’s journey and their outlook on your company can provide a great help when trying to update your CX program or create a brand new one. However, the reality with creating a customer journey map is that people are bound to make mistakes that can hinder the success of a CX program. In his recent article, Brian Doyle presents the five biggest mistakes he sees in customer journey mapping.