Entries by editor

How to Implement a Proactive Customer Engagement Strategy

Many companies, including contact centres, make the mistake of putting out fires as they happen rather than implementing preventative measures. Exhibit A – the COVID-19 pandemic. While this is a pretty extreme example, the pandemic has taught business leaders about the dire consequences that can occur when you’re ill-prepared and scrambling to come up with […]

How to Enable A Mobile Contact Centre Workforce

Over the past few months, businesses have had to quickly pivot their practices to suit the unusual times we’re in. We saw a stark rise in remote work and even though workers are slowly starting to return to the office now that case numbers are down, the pandemic has taught us to expect the unexpected. […]

The Five Biggest Customer Experience Trends

Customer expectations have significantly evolved over the past two decades due to digital transformations and artificial intelligence (AI). Modern consumers have very little tolerance for poor customer service and they have come to expect real-time responses. For contact centres, these changes in consumer behaviour require the right technological solutions to be deployed. In today’s blog, […]

The Accelerated Rollout of Digital Shopping Tools

The coronavirus pandemic has changed the business landscape, and every sector of the economy has been impacted in one way or another. Prior to COVID-19 taking place, technological innovations were already contributing to changes in consumer behaviours, but this shift has been drastically accelerated by mandatory lockdowns and social distancing measures. To keep up in […]

How to Create a Successful Customer Experience Strategy

Customer experience (CX) is a key brand differentiator that significantly impacts retention rates and your bottom line. To be a successful business in this day and age, a solid customer experience strategy is an absolute must. Here are seven ways you can create a CX strategy that will keep your customers coming back. Establish A […]

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; […]