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Contributed Articles

Multi-Channel vs. Omni-Channel—Know the Difference!

Marketers and customer experience professionals are no strangers to the term “omni-channel.” This concept has been talked and written about—ad nauseam, some would say—for the past few years. Interestingly enough, what we’re finding in conversation with organizations is that there is still some confusion about what “omni-channel” actually means. Our aim is to clarify the definitions of omni-channel and multi-channel and re-emphasize the importance of implementing an omni-channel strategy within your organization.

[Full Article]   Nov-20-2015

 

When Your Customer Is a Jerk

So how do you deal with customers who are never happy? Not the way you might think. Well-meaning friends – and occasionally some articles – will often give you advice that simply won’t work. Stand up to them? Great recipe for enraging most jerk customers. Argue your case? Jerks don’t listen to logic. Set boundaries with them? See you in court. Fortunately, there are actually some good techniques out there for dealing with jerky customers. They come to us from fields like hostage negotiation, crisis intervention, and managing defiant children. And they often work surprisingly well. Here are some of the key strategies.
[Full Article]   Oct-08-2015

 

What IT Professionals Earn Around the World

Information technology professionals continue to be one of India’s most competitive exports. Despite rising incomes in India, a mid-career IT professional in the South Asian nation still earns only about a third of what he or she could earn in the U.S., according to a survey of salaries at almost 10,000 companies worldwide.
[Full Article]   Oct-06-2015

 

3 Ways to Make Your Contact Center More Agent-Centric

Keeping employees, management, and customers happy is no small task for contact center leaders. The balance is difficult to maintain, with business objectives and customer expectations often weighted more heavily than the agent experience. Agents are left feeling less than empowered and rather underappreciated. One way to restore the balance -- along with agents' sense of self-worth -- is by giving frontline staffers greater control over their work environments.
[Full Article]   Sep-30-2015

 

The Customer Experience in 2020

Think about all the new technologies in the last 5 years that changed the customer experience (CX). Now imagine the same thing over the next 5 years. Scary isn’t it? By 2020, customers armed with more technologies than you can imagine will be demanding more from your organization’s customer experience. So, what can organizations do to create a winning customer experience in the future?
[Full Article]   Sep-23-2015

 

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