Upstream Works

NOVEMBER 19, 2020

The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. Supporting a Distributed Workforce. A distributed workforce at scale will be viewed as the norm going into 2021. Supporting agents working from home while maintaining a high level of CX can prove to be a big challenge.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

Magellan Solutions

JULY 20, 2021

E-commerce. E-commerce titans like Alibaba and Amazon forever changed the landscape of the retail industry, letting consumers purchase everything from electronics and clothing to household items with the click of a button. Tech support. Finance is the number one industry of 2021. Claims Processing. Real Estate.

Call Center 52

Call Center E Commerce E-support Contact Center 52

ShepHyken

APRIL 2, 2021

Research from the Journal of Marketing shows that offering angry customers a price-based solution (like a discount) actually negatively affects their view of your brand and their likelihood to continue supporting your business. alone, e-commerce now accounts for 16.1% It’s how you handle that feedback that makes a difference.

Customer Service 112

Customer Service E Commerce E-support Average Handle Time 112

Kustomer

JULY 1, 2021

While the past year forced consumers to shop in a whole new way, it also drastically accelerated digital transformation in a matter of months. Brands and consumers alike, who may have been hesitant to buy and sell online, are now embracing digital customer experiences like never before. Here are our key takeaways.

Retail 90

Retail Omnichannel E Commerce Brands 90