Scenario 1: Customer calls into the contact center have increased by 150% in the past few days. The weather channel is spewing out hurricane facts like an overheated computer. Insurance Company management notes the deluge in calls but doesn’t see the correlation. Sales are decreasing, new policy quotes are declining, conversion rates have all but evaporated, and revenue for the day is abysmal. Precious resources…
We believe in encouraging and empowering others to be the best version of themselves, especially to help women pursue their dreams and ambitions when it comes to their careers. With three wonderful women on our team, we saw this as an opportunity to write about them and their life decisions. Decisions that led them on their path to get to where they are…
I was born and raised in Venezuela and at the age of 16, I moved to the US to attend university. As English wasn’t my first language, I began my course work at Aurora Community College, later transferring to the University of Colorado at Denver (CU) where I ultimately graduated with my Master of Science in Finance.
As far back as I can remember, I have always been self-directed, driven and assertive…
Customer experience has become central to many mobile service providers and telecommunication companies – all of them working to differentiate themselves from their competition by aiming to be more customer-centric than the next.
Customer Experience Management (CXM) spans all interactions between service providers and subscribers: retail shop, e-commerce, buying…
Filing a claim after being involved in an auto accident or after a natural disaster – fire, flood or wind damage impacting one’s home – can be stressful for consumers.
They’ve already been traumatized by an unforeseen negative event and must quickly engage with their insurance companies to provide detailed information, then…
The insurance industry like so many continues to undergo dramatic digital transformation, and with competition for consumers’ business, innovative insurance companies are finding ways to make every part of the process easier for…
Consumers live in an on-demand world and live digitally whether they are on their mobile device, using their computer, or interacting with kiosks public places, including retail stores. As disruption continues with the continuing growth of…
The customer experience space is alive with entrepreneurs — bright minds who’ve spotted a gap in the market and come up with a disruptive play or mind-blowing product. Sadly, many of those ideas never see the light of day. Often…
We’re in the business of delivering amazing experiences to customers on behalf of our clients, here at Activus Connect, and what we’ve seen work is keeping our Ambassadors energized, focused and enthusiastic to be part of a truly supportive culture…
One of the key pillars in assessing the effectiveness of customer service, and the quality of each customer’s experience, is to reduce the effort required to reach an agent, and get a question answered or issue resolved. So why do CX companies continue to ask customers to rate