Tara Wildt

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 center management came together to share thoughts on concerns, successes, and the future of the customer care industry. Throughout the...

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 in order to lower costs. Ultimately, however, these metrics are only capturing part of the story when it comes to...

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? This means that your customers might be spending a lot of time searching, chatting or calling to find the answer...

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, by 2020, customer experience will overtake price and product as the key brand differentiator. We may be even further down...

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