There is a Digital CX Duty of Care for Customers
Customer service delivery does not stay still for long. As consumers interact with businesses from which they buy products and services in different ways, the pressure is on: CX leaders must adapt to new channel realities and then go further to exceed the end-user’s expectations. The reality of 2023 has been a noted shift by […]
Shift Away from Email is a C-EX Reality
In customer experience management, some channels have more durability than others. This is the case with email, which is currently undergoing a re-calibration as a contact channel in the eyes of both consumers and enterprises. Once seen to be the channel of the future, email has now become one of multiple digital tools, and in […]
Is Social Media Losing its C-EX Luster?
Some fads stay, while others linger for a time before dissipating into the ether. When it comes to how consumers communicate with firms from which they buy goods and services, to date most channels have proven resilient. However, it is questionable if any have taken on the controversial nature of social media, which is now […]
Contact Centers Ignore Voice at Their Own Peril
In today’s customer experience environment, it is easy for contact center executives to get overwhelmed by the plethora of channels. Certainly, supporting end-users with the communications medium of their choosing is important, as is keeping up with the latest in interaction platforms. But enterprises and outsourcers must not let themselves forget that the foundation of […]
Happy 25th Birthday, Text Messaging!
In the wake of upheavals in global affairs last week, an anniversary of sorts went largely unnoticed. However, savvy contact center players will have noted the quarter-century milestone of the humble SMS message. Notwithstanding the legacy of text technology globally, it is safe to say that this text messaging still poses challenges for many firms […]
Analytics Should be at the Heart of any Front-Office BPO Offering
Contact center services are not insulated from flash-in-the-pan fads. Clichés aside, there are also some solutions that have proven their usefulness through the years as part of a broader BPO value proposition, none more so than analytics. The opportunity to assist clients in enhancing their knowledge of consumers has never been more vital for companies […]
Evolving Channel Selection Imperative for Outsourcers in 2017
‘What’s past is prologue’ – William Shakespeare, The Tempest Upon reflection, it is amazing the extent to which elements of the past foretell the future. In many cases, such events are highlighted in contemporary popular culture. This was certainly the case during a recent episode of the popular AMC television show Halt and Catch Fire. […]