Customer Retention

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 Coronavirus

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

Beware… Five Signals of Customer Care Burnout!

Today’s unemployment rate ought to frighten leaders into providing environments that generate enthusiasm, learning and contribution rather than rules-driven dictatorships.

People Workplace Environment COVID-19 Customer Retention

Handling Irate Customers in the Financial Services Industry

Many leaders position customer service courses from the perspective of the company and its customers.

People Development COVID-19 Customer Retention

The Forgotten Piece of the Customer Experience

To deliver a positive customer experience, honor the agent experience.

People Culture COVID-19 Customer Retention

5 Ways to Take Control of Your Customer Experience

Measure agents on what counts the most to your customers, while investing in training and technology to help them manage each interaction across every channel quickly, seamlessly and knowledgeably.

Strategy Customer Experience COVID-19 Customer Retention