Customer Experience News & Trends

COVID aftermath: 6 shifts in customer expectations

We’ve all changed since COVID-19. And research has just nailed down how customer expectations shifted as a result of the coronavirus. Here’s what you need to know and do now. 

How self-service fails customers – and 4 ways yours can deliver success

Most customers use self-service. But most of the time self-service fails them. Here’s why – and how your customer experience can be better. 

Should you be on social media more? Depends on the age of your customers

The age of the majority of your customers can help determine how much time your contact center agents should spend on social media. Here’s help to figure it out.

How many customers look for help online before they call you?

Your contact center could avoid a lot of call and email volume if your website were more helpful.

Which generation dislikes your contact center most?

Some generations can deal with contact centers better than others. The generation that likes to call least may surprise you.