Sep 22, 2017

Don't Leave Your Franchisees on An Island: 4 Ways to Manage the Relationship

In today's viral world where both positive and negative service experiences quickly spread via social media, companies with many different store locations must know that your brand reputation is always at stake, even when individual stores may be at fault. It is in every brand's best interest to be focused on supporting your store locations from the start.
Sep 12, 2017

What's the Point? 5 Key Objectives for Customer Service Systems

What's the point of customer service? If you answered, "Resolve customer requests and issues in a timely manner," you'd be partially correct. While contact resolution is priority number one, there are four other goals that have a major impact on the customer experience.
Sep 09, 2017

Beyond the Buzzword: Opti-Channel Engagement

Unlike an omni-channel experience, where customers choose their own preferred channel, with an opti-channel engagement strategy, you determine the optimal channel for each customer at each touch point, using a combination of journey mapping and big data. Although "opti-channel" sounds like it's just the new industry buzzword, if you keep reading, you'll discover that it's much more—it's actually the next big CX differentiator.
Sep 06, 2017

How to Improve Average Handle Time in 5 Simple Ways

How can you improve your agents' handle time and also provide a truly great customer service experience? Provide them with the tools, training, and resources they need to succeed. Here are five steps to improving AHT, while still providing quality service.
Sep 01, 2017

5 Wake Up Calls for Your Travel and Hospitality Brand

Travel and hospitality is a trillion-dollar industry with brands ranging from local mom-and-pop tour operators, to household-name online travel agencies, to luxury five-star resorts. Regardless of size, type, location, audience, or any number of other factors, all T&H companies have one thing in common: they’re all fighting to stay competitive in a saturated market. Here are five ways you can ensure your business stays on top.
Sep 29, 2017

How to Create the Restaurant CX Your Customers Crave

Almost every area of our lives as consumers has become infused with technology, allowing us to have experiences that are more personalized, convenient, and enjoyable than ever before. But restaurants have been a notable exception. And the higher our expectations are set by exceptional interactions in any industry, the more glaring the difference becomes.