June 23, 2015 |

The Truth About Your Customers: The Website Experience Still Matters

One of the great things about working with over 1,200 clients across a wide variety of industries and sectors is all the data. Having access to so much data gives us unparalleled insight into the customer experience, allowing us to uncover some very important truths about your customers. And the truth is, today’s multichannel, multi-device customers are not very satisfied with the web experience.   Read More

Categories: Uncategorized
June 18, 2015 |

Improving the Contact Center Customer Experience: Understanding the Multichannel Experience

In today’s multichannel, multi-device world, the contact center bears the brunt of many complex consumer problems. With so many digital channels available for self-service, many consumers view the contact center as a last resort. And when the contact center isn’t prepared to handle issues stemming from other channels, it could lead consumers to hang up on a company for good.   Read More

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June 17, 2015 |

Improving the Contact Center Customer Experience: The First Call Resolution Myth

Listening to the voice of the customer is key to improving the customer experience. But “listening to the voice of the customer” takes on a very literal meaning when it comes to the contact center. Whether customers are engaging with your organization via a live agent, IVR system, email, or live chat, the contact center creates a single point of vulnerability that has a large influence on a customer’s overall view of your company. This is especially true in today’s multichannel, multi-device world where consumers demand seamless experiences wherever and whenever they interact with your brand. Is your contact center experience living up to consumers’ heightened expectations?   Read More

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April 8, 2015 |

The Sirens’ Song and Short Employee Engagement Surveys

Short employee engagement and satisfaction surveys seem to be all the rage these days, promising to check the daily or weekly “pulse” of a company’s employees. This lures HR executives in with the enticing promise of brevity—who has time to conduct an annual employee survey, anyway? But before you set your course, ask yourself: are these surveys accurate, reliable and precise? Can they truly help your company prioritize where and how to improve the employee experience?   Read More

Categories: Uncategorized
March 23, 2015 |

Star Power with Consumer Ratings & Reviews

Globally, the military uses various levels of stars to symbolize an officer’s effectiveness, success, or influence. It’s a “badge of awesomeness.” Customers can think of your business in the same way and they’ll place a badge on your brand—whether you see it or not. They form a quick impression from their experiences with your store employees, your website, your customer service team, your new app, etc. If they see your organization in action, there’s a badge in the making. So how many stars will you get? Read More

Star Power with Consumer Ratings & Reviews

Globally, the military uses various levels of stars to symbolize an officer’s effectiveness, success, or influence. It’s a “badge of awesomeness.” Customers can think of your business in the same way and they’ll place a badge on your brand—whether you see it or not. They form a quick impression from their experiences with your store employees, your website, your customer service team, your new app, etc. If they see your organization in action, there’s a badge in the making. So how many stars will you get? Read More