Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. On-demand experiences provided by organizations like Uber and Amazon mean that efficiency and personalization are expected throughout all touchpoints of the customer experience. The bottom line is that consumer behavior is changing rapidly and businesses need to stay-up-to-date with the new normal. After all, consumer patience is a finite resource. These five customer service faux pas will not only make your organization seemed outdated, but ultimately harm your customer relationships.
Many organizations now 
We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. In our most recent whitepaper, we provide a playbook for contact centers to use as a 
Are you having a rocky relationship with your contact center? Maybe you’ve been a victim of long hold times, poor customer service, or having to repeat an issue over and over to different agents. At first, like many relationships, both sides are willing to work hard and even overlook some of the red flags. But over time, once loyalty has developed, its possible that things might get a little too comfortable, taking for granted how hard it was to earn your admiration in the first place. With better communications, it’s possible for your relationship to mend, but if interactions stay the same or get worse, it might be time to cut ties and find a new call center to love.
Is your business stuck in the past? Too comfortable or resistant to change? For many leading brands, reinventing or pivoting is a natural part of growth and development, but for others it’s an ongoing battle. The common reaction of, “Oh no, we can’t do that, what if our customers don’t like it?” stems from not understanding your customers’ needs and wants. A strong brand not only recognizes what matters to their customers, but also understands how to deliver it. That’s the motivation for our newest vlog series,
It’s that time of year again! No, we’re not talking about building a gingerbread house or going on shopping marathons – it’s time to plan your contact center strategy for next year. Savvy companies are developing ways to help grow and improve their business. Having a plan in place is the key to goal setting, implementing the most appropriate action items, and measuring performance. One area you’re likely dissecting is the customer experience. Is it up to par with customer expectations? Are they actually happy with your service? After all, a strong CX strategy can help you retain more customers, and stop them from deflecting to competitors!
Newsflash: Only 
Being a call center agent is far from a glorious job. Yet they’re the unsung heroes of your company, answering a never-ending stream of calls from customers who aren’t always happy to be on the other end of the phone.
