Entries by editor

The Advantages of Working with Remote Contact Center Workers

Cloud-based software has made it possible for organizations to share and access software, communication tools, documents and databases from anywhere. The on-demand availability of computer system resources has also made it feasible for employees from several sectors to work from home, including contact center agents. With cloud-based software, contact center agents are able to work […]

Communicable Illness Prevention Policy

Overview  Innovative Vision is committed to providing a safe workplace for all of its employees. Although public health crises are primarily the responsibility of local, provincial and/or federal government health departments, because the modern workplace is a primary site for human interaction and potential spread of contagious illnesses, preparing for a potential infectious disease outbreak […]

Everything You Need to Know About Customer Effort Score (CES)

Customer Effort Score (CES) is precisely what it sounds like. It is a metric that measures how much effort it takes for a customer to make a purchase, resolve an issue, fulfill a request or have a question answered. Surveys typically measure CES. The questions ask customers what their experience was like interacting with a […]

Voice of the Customer 101

The missing element of most unsuccessful businesses is a connection to the customer. Understanding the wants and needs of your customer base is one of the fundamentals of any successful company. It’s just as crucial to have your finger on the pulse of what customers are saying as it is to know the numbers for […]

Five Ways to Boost Your Net Promoter Score

Net Promoter Score (NPS) is an index that helps businesses gauge customer satisfaction and how willing they would be to recommend your good or service to other people. It is a handy tool to gain insight into customer loyalty. To effectively boost your NPS, don’t just worry about increasing the number of customers that promote you; […]

How to Cross-Sell and Upsell

Picture this; you’ve just started a new business, and you’re setting up a home office, so you need a new printer. Your options are to either head to a store or start searching for one online. When you’re looking for a new printer, you’ll most likely need printer ink and paper. Maybe you’ll even need […]

Conversational Commerce and the Future of Online Shopping

The future of e-commerce is upon us, and with that comes a heavy involvement in social media.  Customers can now view products or services through visual content on Instagram, tap the item and immediately be redirected to the brand’s webpage to purchase it.  Consumers can contact the brand directly (“DM”) with a question and receive […]

Five Ways AI Is Bettering Customer Experience

Artificial intelligence is increasingly making its way into business operations and changing the way customers interact with companies. AI has played a huge part in customers’ online shopping experience since it began and now nearly every major organization is using machine learning’s data collection and processing skills to enhance how various departments function. AI has […]

How to Get Your Work-Life Balance Down Pact

The nature of work has changed drastically thanks to technology, and it’s becoming increasingly difficult to leave work at the office. Many of us have also chosen to adopt a fast pace lifestyle that demands our work and home life to be more interwoven than ever before. Achieving the perfect work-life balance has never been […]

What Millennials Want from Customer Experience

It’s official – millennials have higher expectations than older generations when it comes to customer experience. This finding was the focal point in a recent report from Adobe that surveyed 1,500 American adults regarding expectations and preferences for digital experiences in the media & entertainment, travel & hospitality, retail, and financial services industries. Considering the […]