How to Achieve the Ultimate User Experience

How to Achieve the Ultimate User Experience

September 06, 2019 / By Marketing / Under

User Experience Design (UX) is more than an interface on an application. UX is intended to design and develop clear, efficient, user-friendly interactions between customers and companies through a variety of applications. It is more than just recording prompts for your IVR with someone from the motor pool that has a cool sounding voice or redesigning a call flow so that customers get to the...

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Understanding the True Value of Omni-Channel Customer Engagement

Understanding the True Value of Omni-Channel Customer Engagement

Does your organization currently have a multi-channel customer engagement strategy? How about an omni-channel strategy?  Whether you do or don’t, it is important that you understand the difference between the two. Before you can adopt best practices, you have to understand what you're working with, as well as what you're working toward. Multi-channel and omni-channel customer engagement help...

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Great Customer Experience - No Magic Wand Necessary

Great Customer Experience - No Magic Wand Necessary

January 11, 2018 / By Donna Penwell / Under

As Contact Center managers spin around feverishly trying to keep up with the latest self-service trends, customers are continuing to do what they have always done…pressing zero a bunch of times trying to reach an live person!  Although technology is our friend when it comes to our smart phones and talking cars, customers still have a tendency to want to talk to an agent, even for the simplest...

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I Want It NOW! Customer Experience in the Contact Center

I Want It NOW! Customer Experience in the Contact Center

September 28, 2017 / By Donna Penwell / Under

We have all experienced that frustration.  We’re running out the door and just need to make that quick call to get a simple answer. Only we find that instead, we have entered the never-ending tangle of a Contact Center that wants us to press 1 if this or press 2 if that etc. No, we don’t want to make a choice – we want our answer NOW! Contact Centers are evolving, just as all businesses are in...

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Protect Customer Information and Reduce Risk

Protect Customer Information and Reduce Risk

The nightmare of Target’s data breach during the holiday season a few years ago still haunts businesses today. The aftermath of severe fines, loss of customer trust and a seriously bruised reputation - not to mention the reported $61 million payout – leaves corporate executives shaking in their boots when thinking about their own company’s payment security plans. (...

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