It’s the third decade of the new millennium and contact center management is under duress. A different kind of duress, actually, at least for financial services institutions (FSIs). In addition…
One way or another, businesses are coming around to the necessity of digital transformation. They’re attempting overhauls of the customer experience that can be comprehensive, compendious, and remarkably compressed. Yet…
Improving customer service and experience has been a key driver for Coveo customers as they look to provide better self-service to reduce call volumes. But in today’s tight labor markets,…
Retail executives have work to do if they want to take a bigger bite of the digital apple. This year, much of that apple is already spoken for: Amazon will…
Knowledge lies at the heart of every service desk. It’s how agents respond to problems and learn about the systems they administer. It’s what we pass along to customers when…
In many companies, when justifying your customer experience (CX) technology investments to your CFO, cost-cutting KPIs are king. Most benefits cited for the CX tech stack are usually around operational…
When it comes to improving customer experiences, you might wonder about the common opportunities among retail, financial services, high-tech SaaS, and technology services companies. Over the last few weeks, I…
Omnichannel vs multichannel – you’ve heard the buzzwords, but what do they really mean? The terms omnichannel and multichannel are alive and well in this conversation, and while they do…
Here’s what an OK online experience looks like: a customer visits your website, submits a query to your search box, and quickly finds what they’re looking for. Frankly, though, this…
If you’re involved with marketing ops for a Salesforce shop, you might be familiar with Salesforce Interaction Studio. It’s a robust customer data platform (CDP) that enables personalized customer experience…
