Open enrollment season. These words are enough to create fear and loathing in the hearts of U.S. health insurer employees. Those affected range from vice presidents of contact centers and the customer experience (CX) to the workers who interact with consumers via...
Whether you started your digital transformation to support working at home during COVID-19, to improve customer experience, or to more quickly adapt to the market, there is no doubt this path can be difficult and confusing at times. It often feels like you are...
Organizations are transforming the customer experience (CX) in real-time. They’re rolling out new products and services to align with consumers’ new digital-first...
Artificial intelligence is evolving rapidly, and it’s changing the way customers and businesses interact on every level. As more of these interactions move online, automated chatbots are becoming a mainstay in industries of...
How’s your testing going?
As call centers try to keep pace in the age of digital transformation, the demand for robust, fast and flexible CX testing and monitoring is growing just as rapidly....
When it arrived nearly 20 years ago, the Net Promoter Score (NPS) was revolutionary in its simplicity. It offered a clear, succinct and straightforward way to measure customer experience (CX). Gathering data was easy,...
Nobody wants to be the one who’s blindsided when a relationship doesn’t work out. “I thought it was going so well!” you say. “We talk all the time. You never complain. You say yes to everything, so I thought it was smooth...
Toll-free numbers are a critical component of many businesses’ customer service, sales and marketing efforts. Large enterprises may employ hundreds or even thousands of them to connect to...
Now more than ever, companies in every industry are recognizing the importance of digital transformation (DX). Contact centers, in particular, have felt the urgency of this task in the last few years. As the...
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