Customer Retention

Surveys Highlight Contact Center Opportunities

COVID ‘shined a light’ on the importance of the contact center, and it now features far more prominently as the ‘face’ of the organization.

Strategy Customer Experience Planning Industry Research Research COVID-19 Customer Retention Remote Work Strategy


In Unusual Times, Replace the Usual Customer Service Phrases

We must prepare frontline agents to respond with empathy in these situations, however scary or uncertain that may feel.

People COVID-19 Customer Retention


Maintaining Customer Support in a Crisis

In less than a week, we went from most of our teams handling calls in one of our brick-and-mortar sites to 91% of our contact center base working remotely.

Operations Virtual Contact Centers COVID-19 Customer Retention Remote Work Operations


Caring for Customers During a Pandemic

There is a huge amount of mutual empathy being shared around the current situation, often initiated by the agents.

Strategy Customer Experience COVID-19 Customer Retention Remote Work Strategy


A New Era Calls for a New Level of Resiliency

Planning for unlikely events has been shoved down the priority list for years, and we must be cautious against that same complacency creeping in again.

Operations Contingency Planning COVID-19 Customer Retention Remote Work Operations



Hold On, I’m Comin’: What to Do with Callers on Hold

Repeating a hold message every 20 seconds will almost certainly increase abandons. People don’t need to be reminded constantly that they are on hold.

Operations Service Delivery COVID-19 Customer Retention


How to Promote Customer Loyalty in the Age of Complexity

If removing friction from the customer journey is your goal, then it’s time to consider using intelligent automation.

Technology Self-Service White Papers COVID-19 Customer Retention


The Emotion Connection

Emotion is ‘a complex reaction pattern, involving experiential, behavioral and physiological elements.’

Strategy Customer Experience COVID-19 Customer Retention


Strategic Communication: Techniques of Best-in-Class Voice Interactions

The key to all voice interactions is to reflect positivity and optimism by using words and phrases that build, not break.

People Performance Management Customer Retention


The Impact of Altruism on a Servant Leadership Culture

Altruism is the concern for the growth and development of the company without the added agenda of self-interest.

Strategy Vision - Mission - Values COVID-19 Agent Motivation Customer Retention


7 Steps to Superior CX

Enable easy and near-real-time course corrections, and be more sympathetic to changes in customer behaviors.

Strategy Customer Experience COVID-19 Customer Retention


When People Are Your Business, Behavior Is Your Product

When employees behave at cross purposes to your desired business outcomes, what is really going on in their lives?

Strategy COVID-19 Customer Retention


Eight Days a Week: The Always-On Contact Center

Sixty percent of consumers globally expect to be able to engage with an organization at any time and on any channel.

People Culture Workplace Environment Technology Software Platforms Artificial Intelligence COVID-19 Customer Retention


Customer-Centricity: Bridging the Gap Between Expectations and Experience

When it comes to the customer experience, data doesn’t tell the whole story. Customer behavior is primarily driven by emotion and how the experience makes them feel.

Strategy Customer Experience Customer Retention


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Human side of AI