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I've focused in my last few blog entries about the importance of creating a branded customer experience. In my first post, I talked about the importance of the branded experience. In the next two entries, I broke down the first two steps in the process: 1. Evaluate your current customer experience and 2. Make it predictable. I'd...

In the long tradition of giving thanks at this time of year, I have a list of things a mile long that I'm grateful for. Among my gratitude for a great family, and wonderful colleagues, I'm particularly grateful this year for your continued readership and for steadily growing the popularity of this blog. You, our readers and...

Let’s be real. The two primary reasons why companies use IVRs are to reduce operating expenses by minimizing the number of calls that require live agent support, and to provide service at times when no agents are available (which is also a way to provide customer service around the clock at minimal expense). This makes sense, as...

I've focused my last two posts on the branded experience. In my first post in this series, I focused on the importance of a branded experience. In my second post, I explored evaluating your existing customer experience. Now we'll explore making the experience predictable. As you take steps to create a predictable experience, focus on facilitating change using...

"The bronze medal felt like gold to me," said Muffy Davis of her 1998 Paralympic win in the Nagono, Japan Winter Games. It was the last of four alpine skiing events she competed in after falling in all three previous runs, never making it to the bottom of the hill or even to the camera that showed...

At NICE CXone’s last user’s conference, someone said to me, "Workforce Managers are the dentists of the call center." While I am not sure that the suicide rates are the same (I hope not), I do know that the workforce manager is often an unpopular position. After all, you are the mean parent of the contact center that...

How is your company catering to the specific needs of its varying customers? Are you approaching each type of customer with a typically identical level of support? If so, it's time to formulate a new strategy. Each and every customer brings a different value to your company and the differentiating level of support they receive...