As we celebrate Customer Service Week, we thought it might be fun to take a glance back at the evolution of customer experience and ask ourselves, “Would Darwin approve?”
Eye of The Tiger?
The unrefined version of a contact center, an in-house customer service department in the 1980’s, gets a call from a customer. Survivor’s “Eye of the Tiger” music is playing while the customer is…
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…
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…
It’s a fact – one of the highest employee turnover rates across all industries is associated with contact center jobs, and specifically contact center agents. Over the years, as traditional, operational decision makers have been under pressure to get more productivity with less resources…
After decades in the Customer Experience (CX) industry, the leadership team here at Activus Connect has never understood the rationale for asking customers (who are likely calling in because they have a problem or issue to resolve) to spend even more of their time taking a survey at the end of the call…
Some say it is better to be understood than loved, but we say it is best to be understood AND loved. Great listeners make great Customer Experience (CX) Ambassadors, and when those listeners happen to live in the same city, county, state or region and can converse in warm…
Lexus is one of the legendary brands who built their reputation around not only their cars, but the personalized, friendly service they provide along with their extensive warranties and responsive maintenance offering. Stepping back, every Lexus vehicle has parts sourced from different…
Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and contact center experts to discuss and demonstrates the latest ideas and innovations that change the way brands connect with their customers…