Customer Contact Blog

The Five Cs of True Omnichannel Experiences

By Samantha Starmer Vice President of Design - Digital Commerce and Identity Capital One     When I first started designing omnichannel experiences just over 10 years ago, I couldn’t find much guidance. Mobile was still nascent; neither the iPhone nor the...

Omnichannel: Are We There Yet?

By Wendy Shlensky, Vice President, Analyst and Advisor Relations, HGS In October, I facilitated a session at the Frost & Sullivan Executive MindXchange entitled The Digital Transformation Struggle, Addressing the Omnichannel Gap. Before the session, I was concerned...

Measuring Employee Engagement for Greater Returns

By Katrina Schiedemeyer Customer Quality Analyst (VOC) Oshkosh Corporation     With the constant hustle and bustle of the workday, it is often difficult to determine the root-cause of employee turn-over and limited employee engagement. Organizations often...

Customer Survey Lessons

By Matt Beckwith Contact Center Director Clark Pest Control     I have been called a glutton for punishment because I call a contact center every day of my career. No way. The lessons I've learned calling other contact centers have proven invaluable. I...

Starting with Superior Customer Service

By Becky Ayotte Head of Solution Consulting, Tender Management and Project Coordination, Americas DHL     Despite all the advancements that have been made in technology to enhance customer experience, one thing remains the same – a personal touch to customer...

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