Customer Experience News & Trends

How to build soft skills and deliver the ultimate customer experience

People — not process and technology — have the biggest impact on customer satisfaction. Improve your people’s soft skills and you can substantially improve the customer experience.

This is how to prove you value customers

Want customers to understand how much you value them? Forget the generic thank-you, and do this instead.

Will automation replace the customer service rep?

A growing number of companies will try to replace front-line service professionals with automation. Will they destroy the customer experience in doing so?

4 signs an agent doesn’t care anymore

Some people show up for work, but their hearts aren’t in it anymore.

Stupid or rude – what upsets customers most?

As a contact center leader should you spend more time training on soft skills or on products and services?