Contact Center Solutions Outlook for 2024
During the COVID-19 pandemic, the Customer Experience (CX) industry saw a significant shift with the adoption of work-at-home (WAH) models and cloud-based contact center-as-a-service (CCaaS), driving investments up in 2021 and 2022. As companies aim to align CX with...
Meeting Evolving Customer Expectations
Regardless of industry —finance, insurance, technology, or healthcare — CX-related challenges that we face are remarkably similar. One challenge that we CX practitioners deal with on a daily basis is evolving customer expectations. The reality is that no matter...
The Role of Leadership in Fostering a Customer-Centric Contact Center
Creating a customer-centric culture in contact centers requires more than just good intentions; it demands a strategic shift and unwavering leadership commitment. Fostering a culture of empathy, empowerment, and understanding that places the customer at the center of...
From Cost Center to Value Center: The 5 A’s of Successful Customer Engagement
The state of customer engagement is in crisis. Veteran Tech Crunch reporter Ron Miller declared 2022 “the year customer experience died,” reflecting customers’ widespread frustration with impersonal and inefficient service interactions. While the situation...