Holiday Surges Expose CX Cracks. Here’s How to Fix Them
Every year, the holiday season puts retail operations under a microscope. Promotions go live, traffic spikes, orders multiply, and customers flood every channel with questions. It’s a moment of truth for CX. And it’s also when the cracks in your customer support model show the most. Why the Holidays Break CX Models The holiday rush […]
AI Isn’t ROI Until Your Workforce Flexes with It
AI is everywhere in customer service. Bots answer FAQs, voice assistants route calls, and machine learning predicts what customers need before they even ask. For CX leaders, AI promises fewer calls, faster resolutions, and lower costs. But here’s the uncomfortable truth: AI savings often look better on a slide deck than they do in the […]
The Hidden Power of Scheduling Data in CX
For most companies, scheduling data lives in spreadsheets, dashboards, and workforce management tools. It’s treated as an operational necessity, something to make sure shifts are covered and service levels are met. But what if we told you that scheduling data is one of the most overlooked strategic assets in CX today? Used right, it can […]
Retail’s Stress Test: Surviving Q4 Without Breaking Service
In retail, Q4 is make-or-break. Black Friday, Cyber Monday, and holiday shopping bring massive spikes in demand. But while sales teams prepare months in advance, CX teams are often left scrambling, stuck between overwhelming call volumes and staffing models that can’t flex fast enough. The result? Customers left waiting, agents pushed to burnout, and retailers […]
The BPO Partner to Your AI Initiatives: Why Flexibility Makes Savings Real
AI is transforming the way customers interact with businesses. Self-service, chatbots, and automated routing are taking on more and more of the volume that used to flood contact centers. For CX leaders, this sounds like a win: fewer calls, lower costs, happier customers. But here’s the problem: if your workforce can’t flex with demand, the […]
Customer Rage is Rising — But Your CX Team Doesn’t Have To
If you feel like customers are angrier than ever, you’re not imagining it. Recent studies show a spike in consumer frustration across industries, from delayed deliveries to tech glitches to subscription snafus. Social media amplifies every bad experience, and even minor service hiccups can quickly escalate into public complaints. The pressure lands squarely on your […]
Beyond Remote: Building a Connected CX Community
The world went remote, and most companies stopped there. They gave people laptops, Zoom links, and a login to the CRM. But the truth is, remote isn’t enough. If you want customer experience teams to thrive long-term, they need more than just a home office. They need a community. Remote Work Without Connection is Just […]
Breaking the Boom & Bust Cycle in Travel CX
In travel and hospitality, there’s no such thing as “steady.” One month, your call center is quiet. The next, it’s a storm of bookings, cancellations, and urgent rebookings. We call it the boom & bust cycle, and if your CX operation can’t bend with demand, it breaks. Why Travel CX Is So Unpredictable Travel volume is […]
When Seconds Matter: Why Healthcare CX Needs Flexibility, Not Friction
When a patient reaches out to your support line, it’s rarely about something small. They’re calling about medication confusion, insurance coverage, a missed appointment, or test results they can’t interpret. It’s personal. It’s urgent. And every second they wait, their trust erodes just a little more. In healthcare, CX isn’t just about convenience — it’s […]
Trusted in Times of Crisis: Omni Welcomes New Data Breach Response Partner
In today’s digital world, a company’s reputation is its most valuable asset. When a security breach occurs, the moments that follow are a critical test of character and capability. A company’s response during this time defines its relationship with its customers. That’s why we are proud to announce that another organization has placed its trust […]