Tara Wildt

Don’t Believe Everything Your CSAT Scores Tell You

(Image Source: Interactions.com) When companies compete on the basis of customer experience, the metric that is most often used to gauge performance is customer satisfaction...

What is Multi-Factor Authentication (and How Do You Implement It)?

Image Source: Interactions.com As a company, it’s important to provide the best security for your customers. And with so many potential ways for strangers to...

Your Customers are Waiting – But for How Long?

Source: iStock Across industries, it’s easy to see that CX is increasingly becoming one of the most important competitive differentiators (more than 80% of companies,...

3 Reasons to Focus on Customer Effort

Source: Interactions.com In today’s customer-obsessed marketplace, customer service interactions are now some of the most critical touch points an organization has with its customers. Which...

Are you Obsessed with your Customers? Maybe you should be.

Raise your hand if you’ve heard this before: “Customer experience is the new marketing.” Or: “Companies are now competing more on customer experience than...

The True Cost of DTMF: Press 1 for Lower CSAT

Source: iStock We have all been on the receiving end of this ancient customer service technology. “Press 1 for sales, 2 for billing, 3 for...

Planning for Seasonal Utility Spikes (to Save Time and Money)

Source: iStock Imagine it’s the dead of winter, and outside the snow has been steadily accumulating all day. But inside, the heat is on, the...

4 Things to Expect from Virtual Assistants in 2017

Source: iStock In 2016, there were a lot of ongoing conversations about Intelligent Virtual Assistants: what they are, how they are used, what’s contributing to...

8 FAQs About Artificial Intelligence and Customer Service

Source: iStock Artificial Intelligence (AI) is an important and evolving concept that is having significant impact within the Customer Experience industry -- and it’s a...

Why You Shouldn’t Let a Personal Virtual Assistant Represent Your Brand

Source: iStock With the rise of Personal Virtual Assistant offerings from Apple, Amazon, and Google, the fact is that these brands are increasingly becoming part...

What We Can Learn From Holidays Past: A Shopper’s Guide

Source: iStock Hold onto your hat — Black Friday, and its companion shopping day extension, Cyber Monday, are here again. We begin our official rush...

Three Benefits of Voice Biometrics Solutions

Source: iStock As security concerns and incidents continue to grow across businesses in most industries, the ability to provide convenient and secure authentication for customer...

The State of Automated Customer Care – According to Industry Leaders

Image Source: iStock At a recent interactive discussion on the current state of automated customer care services, local leaders in customer care experience and contact...

Measuring the Right Contact Center Metrics to Improve Customer Experience

Image Source: iStock Traditional contact center measurements – such as Speed to Answer, Containment, and Average Handle Time – focus primarily on increasing efficiencies...

Why Your Customer Care Journey Might be More of a Hike

Did you know that the majority of customers start their journey online, before branching out to other service channels in search of a solution?...

3 Tips for Designing a Superior Customer Care Experience

The ability to deliver superior customer care experiences is becoming an increasingly important factor in determining business success. In fact, analysts have estimated that,...

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