This post — part five of our Expert Interview Series — features customer experience strategy consultant Peter Ryan discussing 2020 CX trends. As we reach the cusp of the new year, what customer experience trends should enterprise brands and their outsourcing partners be watching? To answer that question, we spoke with Peter Ryan, principal and […]
Convenience: The #1 Way to Improve Your Brand’s Customer Experience
This post — part four of our Expert Interview Series — features author, speaker, and customer experience consultant, Shep Hyken. A recent Forrester study reported that customer experience (CX) in 2019 is a mixed bag. Some companies are seeing modest gains while others are suffering from what Forrester calls “utter stagnation.” The study found that […]
How Market Saturation Affects Contact Center Site Selection Decisions [infographic]
This post — part three of our Expert Interview Series — features Brett Bayduss, Partner, Site Selection Group. Market saturation is one critical factor brands must consider when making contact center site selection decisions. The employee attrition, wage inflation, and hiring challenges due to increased competition that often accompanies saturated markets can have a devastating […]
Blocking and Tackling: 6 Rules for Contact Center Success
This post — part two of our Expert Interview Series — features Thom San Filippo, Vice President of Customer Service and Experience Design, Dow Jones. Blocking and tackling. It’s a football term that refers to the unglamorous roles played by those on the offensive and defensive lines, but which are critically important to the success […]
From Checklists to Competencies: Transforming Quality in the Contact Center
This post — part one of our Expert Interview Series — features Rob Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina. Providing better customer experiences should be every contact center’s number one concern. With customer satisfaction with contact centers in steady decline, according to the Contact Center Satisfaction Index […]
