Author: Andrew Huang

The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making. And they challenge themselves to walk away from practices that aren’t congruent with their values. 

New Omnichannel Quality Management Survey Finds Only 13% of Contact Centers Measure Quality Assurance of All Interactions Bright Pattern-sponsored Canam Omnichannel CX Benchmark Trend Report finds that most digital channels are not measured for quality SOUTH SAN FRANCISCO, Calif., Jan. 7, 2020 /PRNewswire/ — Adoption of digital channels continues to increase in U.S. contact centers. 83% [...]Continue reading

In the modern day, the goal of customer service has transformed from cutting costs to providing a differentiated customer experience. Due to this shift, the software used to connect with customers has also transformed, transitioning from call center software into customer engagement platforms. Customer engagement platforms optimize the customer journey and cater to the experience […]Continue reading

In the contact center industry, big data and the use of it can make a big impact on the customer experience your contact center delivers. Especially for large contact centers handling high call volume, analyzing the data can help streamline your call center. Having call center analytics software in your contact center is crucial for […]Continue reading

Customer service vs customer experience—today’s world of business is more customer-centric than ever before. Customers expect more from their favorite companies, and their expectations of customer support have increased. The term “customer experience” and “customer service” are often confused or used interchangeably, but they have very different meanings.