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
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…
Is there such a thing as too much of a good thing? There is – and there is also such a thing as too much of a bad thing, and when it comes to surveys at the end of interactions with companies, we believe the best thing may be allowing software to do the work for the customer…
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…