Resolving Customer Service Complaints – How to Reduce Repetition & Agent Handoffs
August 31st, 2020 | Customer Experience, Customer Service

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise + Read More

CX Inspiration – A Q&A with Nate Brown, Co-Founder of CX Accelerator
April 26th, 2020 | Customer Experience

It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. Fast-forward today, and the concept of + Read More

4 Ways to Get Rid of Painful CX Silos
February 25th, 2020 | Customer Experience, Omnichannel

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people + Read More

Roundup: Top 10 Content Pieces of 2019
December 16th, 2019 | Customer Experience

Ah, the end of another year. It’s a time for reflecting on the recent past and thinking forward to what the new year + Read More

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How to evaluate HIPAA compliant patient engagement software vendors, Part 2
September 3rd, 2019 | Customer Experience

This is Part two of a two-part series on HIPAA compliance for digital customer engagement. Click here for part one, which covers HIPAA + Read More

How to evaluate HIPAA compliant patient engagement software vendors, Part 1
August 27th, 2019 | Customer Experience

This is the first of a two-part series about digital customer engagement and HIPAA compliance. In this post we cover the role of + Read More

4 Tips to Improve Your Contact Center Customer Experience
August 20th, 2019 | Customer Experience

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able + Read More

3 Practical Ways AI in the Contact Center Gets Real
July 11th, 2019 | Customer Experience

No matter what kind of work you do, it’s getting harder and harder to steer clear of conversations about how artificial intelligence is + Read More

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How Agent-facing AI can Accelerate Training and Onboarding (With a Step-by-step Checklist)
July 9th, 2019 | Customer Experience

How does your contact center handle new starter training and onboarding? In my experience, most businesses fall into three camps: Trial by fire + Read More

Enter the Super-Agent: 3 Ways AI Enhances the Agent Experience
June 25th, 2019 | Customer Experience

AI-powered chatbots are so 2018. This year, it’s all about agent-facing AI. The ironic thing about this statement is that it makes it + Read More

ICMI Expo 2019 Conference Roundup
May 21st, 2019 | Customer Experience

ICMI Expo 2019 took place from the 13th-16th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. My time at the Expo + Read More

Top 4 Reasons for Live Chat Popularity
May 14th, 2019 | Customer Experience

Most people who have used live chat as a customer know its biggest advantages: it’s quick, convenient, and fits your need for instant communication when you can’t (or + Read More

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5 Tips for Finding a CX Platform your Agents, Customers and Exec Team Will Love
May 7th, 2019 | Customer Experience

You can’t build a house on a weak foundation. In the same way, the standard of customer experience that consumers expect isn’t achieved + Read More

Workflow Automation Best Practices with Zapier
January 17th, 2019 | Customer Experience

Getting work done isn’t as simple as you think. The average worker spends 28% of their work week on admin tasks alone, such as replying + Read More

8 Tips for Integrating SMS Chat into your CX Strategy
January 10th, 2019 | Customer Experience

With over 15 million texts sent per minute for a total of 8 trillion annually, SMS is undeniably one of the most popular + Read More

Customer Experience at a Crossroads: What Drives Customer Experience Success?
January 3rd, 2019 | Customer Experience

Customer experience (CX) is centered on the needs and perceptions of the customer, not the business. This includes understanding customer needs at every + Read More

3 Ways to do More with Customer Experience Personalization
October 16th, 2018 | Customer Experience

By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease + Read More

How to Build a CX Coaching Culture
September 27th, 2018 | Customer Experience

Most companies would agree that excellent customer service is a crucial aspect of running a business. A simple conversation between a customer service + Read More