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Insights

Insights

Customer Service in the 21st Century

Customer Experience Management is rapidly evolving, and successful organizations will be those that pivot quickly in order to adapt to new realities. Read our latest insights to learn more about the ever-changing GigCX industry.

Don’t Fear The GigCX Agent – They Also Love Your Customers!

Don’t Fear The GigCX Agent – They Also Love Your Customers!

Before the Covid-19 pandemic there was a common fear amongst customer service executives that if their agents worked from home then quality, productivity, and security would all be at risk. The pandemic demonstrated that none of the work from home disasters they expected need to be true. It’s possible to deliver a robust customer service [...]
How GigCX Can Have A Huge Impact On Your CX Costs

How GigCX Can Have A Huge Impact On Your CX Costs

What happens when your contact center doesn’t have enough trained professionals ready to handle your customers? Those customers end up waiting a long time for their call to be handled - or they just give up. Customer satisfaction drops into the basement. But what about the opposite scenario - your contact center is overstaffed so [...]
How “Work From Anywhere” Can Turbocharge Your Multilingual CX

How “Work From Anywhere” Can Turbocharge Your Multilingual CX

Many modern products or services require a multilingual customer service strategy. In the US we generally think of just English and Spanish being supported by contact centers, but consider all those US companies that are exporting to Europe, Asia, or beyond. They need to build a clear and consistent service strategy that works equally well [...]
Is Your Customer Service Team Ready For A New Wave Of Covid?

Is Your Customer Service Team Ready For A New Wave Of Covid?

Covid-19 cases in the US took a dip in the right direction in September, but now they are increasing again. Partly driven by the colder fall weather forcing people inside more often and partly because people are just fatigued with the restrictions, we are seeing about 55,000 new cases a day right now. Michael Osterholm, director [...]