How To Deliver An Exceptional Customer Experience With A Remote Contact Center

Posted by 3CLogic on Mar 12, 2021 8:30:00 AM

The research is clear – the customer experience is essential to the success of any business and is a key differentiator for earning a consumer’s business.

Customer experience (CX) is the sum of all interactions a customer has with an organization, whether that be when they use the product or service, when they email the help desk for support, or when they come across the company on social media. Contact centers and their agents are uniquely positioned to influence the customer experience, as they interact with customers one-on-one.

As contact centers increasingly shift from on-premise to remote operations, it’s critical that enterprises adopt the following principles to ensure they deliver great customer experiences when their agents and teams are distributed.

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Topics: remote agents, customer experience, customer service experience, remote contact center

The 6 Most Frustrating Aspects of a Customer Service Experience

Posted by Rachel Brink on Jan 22, 2016 9:04:54 AM

As customer service continues to overtake price and product as a brand’s key differentiator, businesses are increasingly seeking out ways to streamline processes and implement a more customer-centric approach across their entire organization. And to shed light on the current state of customer service, Microsoft recently released the findings of its annual survey, “2015 Global State of Multichannel Customer Service Report”, highlighting the key communication trends taking place, as well as changing consumer expectations. What was revealed that is of key importance to service organizations are the 6 most frustrating aspects of a customer service experience—issues that can easily be mitigated or eliminated with the help of a few tools and procedures.

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Topics: customer service, call center, contact center, contact center solution, customer experience, cloud contact center solution, customer service experience, hold times, bad customer service, call center solution, frustrating customer service, improve customer service, cloud call center solution

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