Editor's Picks
Thought Leadership Articles
Macros Are an Essential Contact Center Tool… if Used Correctly. Here’s How
Macros, canned response, scripts, templates...call them what you want. They boast a number of benefits for contact centers handling text-based support channels like email,...
3 Ways to Obtain Customer Requirements for Support. No Surveys Required!
The foundational element to provide excellent customer service is to determine customer requirements for support. While many companies spend significant time and money to...
How Retailers Can Get a Competitive Edge with In-Store Customer Analytics
By Somraj Choudhary and Jasmine Sachdeva
Now is a golden opportunity to make long-term investments
The story of in-store analytics has been a long and expensive...
How to Fix Broken Digital Transformations: “Acts of Heroics” is Not a Viable Customer Experience Strategy
When it comes to the big launch of a customer-focused digital transformation program, such as building a new e-commerce site or revamping customer-service protocols,...
Think Tank Discussions
CX…inside Customer Support?
Where is your CX function located? The more I found the answer to be “within the Customer Support organization,” the more puzzled I became. Isn’t the goal of CX, to a degree at least, to drive support out of business?
The Flipside of “The Social Dilemma” – Analytics as the Hero
The Key to Great CX? Balancing Delight and Ease
Customer Experience And Politics: Do They Mix?
Are your Customers the goal…Or just part of the machine?
Learn How CX Was the Key Theme in Jeff Bezos’s Recent Statement to Congress
Sales Mastery Launches Digital Platform for Advisory Services Clients
Subscribers will have access to a broad range of digital content while also having quarterly check-in calls and bi-monthly group calls