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Technology & Services

Design a Call Center Rewards Program
Mar 30, 2022
Contact Center

How to Design a Call Center Rewards Program

How to Design a Call Center Rewards Program

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program.

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program.
Communicating With the Angry Customer
Mar 22, 2022
Contact Center

Communicating With the Angry Customer: 10 Quick Tips

Communicating With the Angry Customer: 10 Quick Tips

Customer service is tasked with meeting and exceeding expectations, but the truth is this effort to lock in loyalty doesn’t always go according to plan. It also doesn’t take an increase in inquiries during the holiday season to apply extra pressure to your customer service team.

Customer service is tasked with meeting and exceeding expectations, but the truth is this effort to lock in loyalty doesn’t always go according to plan. It also doesn’t take an increase in inquiries during the holiday season to apply extra pressure to your customer service team.
How To Measure And Improve Customer Satisfaction
Mar 10, 2022
Contact Center

CSAT: How to Measure and Improve the Customer Service Experience

CSAT: How to Measure and Improve the Customer Service Experience

After any touchpoint, there are countless questions you could ask your customers to better understand their overall experience.

After any touchpoint, there are countless questions you could ask your customers to better understand their overall experience.
How To Win Customers Back After A Negative Experience
Mar 02, 2022
Contact Center

Service Recovery: How to Win Customers Back After a Negative Experience

Service Recovery: How to Win Customers Back After a Negative Experience

Customers know what they want and need, so the inability to provide service that meets expectations delivers a significant blow to the business. It takes just one poor service interaction to make a broader impact, after all.

Customers know what they want and need, so the inability to provide service that meets expectations delivers a significant blow to the business. It takes just one poor service interaction to make a broader impact, after all.
Why Do Call Centers Have High Turnover
Feb 15, 2022
Contact Center

Why Do Call Centers Have High Turnover (and What Can We Do About It)

Why Do Call Centers Have High Turnover (and What Can We Do About It)

It’s no secret that call centers have high turnover. In fact, research shows that the average annual attrition rate for contact center agents ranges between 30 to 45%—an astonishing 2X the average annual employee churn rate for all other types of jobs in the U.S. The real question is: Why do

It’s no secret that call centers have high turnover. In fact, research shows that the average annual attrition rate for contact center agents ranges between 30 to 45%—an astonishing 2X the average annual employee churn rate for all other types of jobs in the U.S. The real question is: Why do

Text Messaging Automates & Improves Customer Experience
Dec 16, 2021
Customer Experience

5 Ways Text Messaging Automates & Improves Customer Experience

5 Ways Text Messaging Automates & Improves Customer Experience

Trying to keep up with demand? Customer experience (CX) automation is the only way to meet and exceed expectations as your business grows.

Trying to keep up with demand? Customer experience (CX) automation is the only way to meet and exceed expectations as your business grows.
Dec 08, 2021
Customer Experience

From Hyatt to Meta, Leading Brands Share Their Customer Experience Analytics Use Cases

From Hyatt to Meta, Leading Brands Share Their Customer Experience Analytics Use Cases

Customer experience analytics are the cornerstone for taking customer experience — and employee experience — to the next level. If you’re looking to learn about customer experience analytics use cases and how the right customer experience analytics tools could help your organization innovate, inspire, and deliver incredible results, we’ve got

Customer experience analytics are the cornerstone for taking customer experience — and employee experience — to the next level. If you’re looking to learn about customer experience analytics use cases and how the right customer experience analytics tools could help your organization innovate, inspire, and deliver incredible results, we’ve got

How to Respond to Negative Online Reviews of Your Business
Dec 07, 2021
Customer Experience

How to Properly Respond to Negative Online Reviews of Your Business

How to Properly Respond to Negative Online Reviews of Your Business

Take a look at online reviews of your business. Both positive and negative reviews shared online reveal the type of customer experience you provide.

Take a look at online reviews of your business. Both positive and negative reviews shared online reveal the type of customer experience you provide.
Photo of Brian Powers next to the text, How to Choose the Best Customer Feedback Platform: Lessons from an Enterprise CXO
Nov 22, 2021
Customer Experience

How to Choose the Best Customer Feedback Platform: Lessons from an Enterprise CXO

How to Choose the Best Customer Feedback Platform: Lessons from an Enterprise CXO

Brian Powers, the chief experience officer at Likewize, shares his process and criteria for selecting the best customer feedback platform. There’s no shortage of solutions today to help you obtain customer feedback, from very basic survey tools to sophisticated customer feedback management platforms. But with so many options, how do

Brian Powers, the chief experience officer at Likewize, shares his process and criteria for selecting the best customer feedback platform. There’s no shortage of solutions today to help you obtain customer feedback, from very basic survey tools to sophisticated customer feedback management platforms. But with so many options, how do

NPS Survey Best Practices
Oct 19, 2021
Customer Experience

NPS® Survey Best Practices and Beyond from the CXO of Likewize

NPS® Survey Best Practices and Beyond from the CXO of Likewize

Using these eight NPS® survey best practices helped one B2B tech brand double their customer feedback response rates and in turn reduce call volume and improve NPS.  Brian Powers, CXO of Likewize, the tech protection and support company, (formerly Brightstar) knows that customer feedback is a gift. As the head

Using these eight NPS® survey best practices helped one B2B tech brand double their customer feedback response rates and in turn reduce call volume and improve NPS.  Brian Powers, CXO of Likewize, the tech protection and support company, (formerly Brightstar) knows that customer feedback is a gift. As the head