Posts Tagged ‘customer success’

In 2022, the government’s global contact center satisfaction index reached its peak since 2013, while in contrast, the private sector witnessed a decline to its lowest rating since 2019.   Working with government contact center BPO partners and specializing in contact center technology, I’ve had the opportunity to observe this trend first-hand. Several key factors…

It’s a turbulent time for travel and hospitality companies. This past holiday season was the third busiest year for holiday travel since AAA began tracking, and according to Forbes, “most destinations are busier than they were in 2020 and 2021.” The trouble is that almost all airlines, hotels, and others in the industry had massive…

Patient experience expectations are at an all-time high. Dubbed the Amazon Effect, it is the phenomenon where retail and e-commerce companies have made it super simple to conduct business – and now consumers expect that same simplicity and ease from every company they do business with no matter the industry. That expectation can be especially…

The ways customers engage with companies and brands continue to expand, from email, website, social media, call with an agent, voice self-service, web chat, mobile apps, instant messaging, video chat, and more. These tools are embedded into the omnichannel customer journey that extends beyond the traditional customer service channels, from sales to brand marketing. On…