We’re in “The Age of the Customer”, meaning that the customer is in charge of the way brands make strategic business decisions. This balance of power is forcing companies to put their CX strategies under a microscope. In our last blog, we listed some eye-opening statistics that really prove how important customer experience is today, including that 72% of businesses ... Read More

The customer care world is constantly evolving, which is why it’s no surprise that brands are stepping up their customer experience (CX) game every year. But in order for outsourced customer care teams to win with every interaction, they need to feel empowered in their role. So, how can you ensure that your teams are equipped to give world-class experiences ... Read More

Not only are consumers becoming more aware of data security and when they are giving away their personal information, but they are also starting to avoid or altogether boycott brands if they feel their data is unsafe with them. In 2018, YouGov surveyed consumers globally, giving a clear snapshot of their sentiment: 72% believe they are more aware of security ... Read More

Some of the world’s biggest brand names have been associated with data breaches in the past few years, compromising the personal information of billions of people around the globe. The Privacy Rights Clearinghouse reported 807 breaches in 2018 alone and over 1.3 billion records affected. Experts predict that cybercrime will only become more prevalent as time goes on. This is ... Read More

The customer service world is lucky to have access to massive amounts of data to help navigate contact center operations. This information doesn’t just help measure the customer journey and build loyalty, but it also demonstrates the value of a well executed contact center partner. Also Read: Beyond The Contact Center: The Strategic Value of Metrics These metrics help to ... Read More

Did you know? It’s predicted that by 2020, 1.7 megabytes of new information will be created every second, for every human being in the world. This explosion of available insights has the potential to bring huge value to brands everywhere. The customer service world is no exception. There is massive amounts of data available to help navigate contact center operations, ... Read More

“We Obsess About Our Clients” is a 10 Thing we live by, but we also obsess about brands who obsess about their customers. There’s a difference between companies that care about their customers and the ones that truly listen to what their customers want. Combining top notch customer care with incredible customer experiences is the key to happy and loyal ... Read More

The end of 2018 is just around the corner, which makes it the perfect time to take a look at upcoming customer care predictions and trends. We’ve rounded up five things to look out for in 2019, each with the ability to have significant impact on customers and the way they interact with brands. Customer-Centric Mindsets Customer experience is no ... Read More

In today’s world, and especially in the customer care industry, companies are spanning their operations across multiple countries, languages and time zones. This can cause some challenges, especially around internal communications. So, how does a global brand communicate seamlessly to all team members as one entity? Intranets. They break down barriers and enable sharing on a new level. We’ve listed ... Read More

Emerging technologies and innovative tools are truly changing the shopping experience for customers. Forward-thinking brands are leveraging technology as a means to strengthen the human connection they have with their customers. While tech takes care of the transactional elements, customer care teams can focus on the human and emotional components of customer interactions. That’s why it’s so important for brands ... Read More