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What Retailers Need To Know About The In-Store Experience

The increasing demands of today's always-connected shoppers are redefining the in-store customer experience.

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We Need to Chat: Why Typing Is the New Talking

The average American exchanges twice as many text messages as voice calls per month, and texting has become the most common cell phone activity. And messaging apps such as Facebook Messenger, WhatsApp, and Kik are gaining popularity. This trend is affecting our interactions with businesses too. We want the same quick, casual communication with them as we have with our friends.

4 Contact Center Models That Will Make Your Life Easier

Which framework makes the most sense for setting up and operating your contact center?

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CX vs. UX: What You Need To Know

User Experience and Customer Experience are both critical, but what are they, and how do they relate to one another?

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4 Customer Experience Metrics You Might Be Overlooking

The best way to prove ROI on customer investments is through careful, insightful analysis of customer data.

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Customer Experience Program: 4 Ingredients for Success

How do you create an effective customer experience program? Here are four key ingredients you can’t ignore.

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Customer Data Quality: How to Solve Your Top 3 Challenges

Robust voice of the customer (VOC) information, personalized service, and omni-channel engagement are among the most important factors in an exceptional customer experience strategy. But that’s not the only thing they have in common. They all rely heavily on accurate and complete data. In other words, customer data quality needs to be one of your top priorities.

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Engaging Millennials, Part 2: What Retailers Must Do To Win Loyalty

In part two of this series, we take a look at what retailers must do to capture the loyalty of the digital-native generation.

What is Customer Churn Costing You?

Acquiring a new customer is at least five times more expensive than making a sale to an already existing customer. One of the best ways to limit churn is with customer service that distinguishes you from other businesses.

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How to Measure Customer Satisfaction

By tracking quantitative and qualitative data from a wide variety of sources, you'll get a better picture of where you stand with your customers.

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4 Key Pillars Of Customer Experience Governance

A strong customer experience governance structure is key to keeping your CX program a well-oiled machine.

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3 Unique Knowledge Management Challenges for Your Distributed Workforce

Knowledge management and knowledge transfer can be major pain points with a distributed workforce.

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5 Guaranteed Ways to Make Your Customers Unhappy

Despite countless surveys, terabytes of data, and too many metrics, are you still not exactly sure why some of your customers stay loyal and others ditch you for a competitor? You’re not alone. Because for every expert who touts one set of customer service best practices, there’s another who tells you the opposite will improve your satisfaction and retention. We don’t pretend to have the perfect answer for making your customers happy, but we guarantee it doesn’t include these five strategies.

travelers at an airport

5 Ways for Airlines to Create First-Class Customer Relationships

Between everyday travel frustrations and high-profile outages, airlines face many customer relationship challenges.

Trust Us, You Need to Know These 5 Contact Center Trends

With so much riding on the shoulders of contact center directors, they need to be prepared for what’s coming next.

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The Myth of Fully Automated Customer Service

Most companies, at one point or another, have considered the possibility of automating their customer service. Some even see it as their long-term goal, just waiting for the technology to advance a little further. And who can blame them? A significant reduction in personnel costs is always tempting. But complete automation neglects the most important factor in customer service—the customer!

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Product Updates: June 2017

See some of ePowerCenter's latest agent efficiency updates, like case auto-recovery and mandatory form fields.

disaster in the kitchen compared to self-service gone wrong

Web Self-Service Gone Wrong: 4 Situations to Avoid

Seventy-five percent of consumers think working with a live service agent takes too long. Most turn to web or mobile self-service to find answers to their questions, but unfortunately, they are often disappointed with what they find.

theres a bot for that infographic thumbnail

There’s a Bot for That: The Rise of AI on the Internet [Infographic]

Almost two-thirds of consumers interact with companies via chat, and they expect immediate responses 24/7. By automating chat using bots, you can afford to meet these new demands. View this infographic to learn about chatbots and how they're going to change the fundamentals of customer communication.