Jason Sterns
How Contact Centers are Responding to the COVID-19 Crisis
“While we’re not back to ‘business as usual,’ we are starting to see business reopen and adapt to a new normal,” said customer service expert Shep Hyken. We tend to agree with Hyken’s assessment, but for contact centers specifically, what does “business as usual” in...
3 Drivers of U.S. Contact Center Agent Attrition & 1 Cost-effective Solution
I consistently hear from contact center professionals that attrition in 2019 is higher than ever, and many new-hire classes intended to accommodate seasonal ramps fall short of recruiting goals. But agent attrition has always been a burden on a company's bottom line. When turnover runs...
5 Ways to Transform Contact Center Customer Experience in 2020
Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse,...
How Changing Customer Expectations Affect Churn
It's no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology, such as artificial intelligence, chatbots, and automation. But those aren't the only catalysts for change. In its 2019 Customer Expectations Report, customer service…
Customer Satisfaction With Contact Centers Down, New Report Says
Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years. Property and…
How Call Centers Can Help Close the Customer Experience Gap in 2019
U.S. brands are out of touch with their customers' needs says Forrester’s Customer Experience Index, recently released. The result is a "dangerous gap" in consumers’ sense of emotional engagement, connection, and loyalty. "We are living in a market where customers are increasingly free agents...