CX Assurance Blog

In 1909, London department store owner Harry Selfridge coined the term "The Customer is Always Right" to signify that his store would consistently deliver excellent service to customers. He also believed it would better inspire his employees to provide exceptional...

Complaint management or the effective handling of customer complaints within an organization – is always a topic of strong interest and debate. If you search online for "customer complaints," you will inevitably come across numerous stories from every industry,...

Every year, the term "Open Enrollment" instills fear into management teams and agents at contact centers across the United States. Despite awareness of its impending arrival, open enrollment continues to pose numerous challenges for contact centers nationwide.

As a Contact Center manager, you likely already have an established method of trying to understand how you are being perceived by your customers. Whether you have had a Voice of the Customer (VoC) program for quite some time, or you are just starting out, chances...

We all know someone who loves a brand unconditionally – they simply can’t stop talking about their latest purchases and recommending that others buy from them as well. Over a decade ago, when Bain & Company started researching this behavior, they discovered a...

Today, businesses must gather, analyze, and interpret details about their customer experience (CX) in realtime and then adapt their practices to effect positive change. The faster they can do this, the better, as this demonstrates the priority and effort made to...

With so many frontline contact center employees working from home, holiday destinations, and outside the traditional contact center, the topic of how to keep employees engaged is a hot one. Yet many companies continue to overlook a key resource that can be used to...

Collecting customer feedback without integrating it into a comprehensive and valued program that guarantees actionable insights wastes not only your organization’s time, but also your customers.

As the first person customers often speak to, frontline staff in contact centers engage with customers in every kind of mood – happy, frustrated or even just plain angry.