Guided CX Insights

Happy Customer Experience Week! Customer experience is more than just a buzzword—it’s about creating seamless, personal connections. And that’s what drives us every day here at Glance. Our mission is simple: to power personalized, guided support when it’s needed most. While digital channels are fantastic for many tasks, there’s something irreplaceable about real human expertise stepping in at just the right moment. That’s why we’ve built our Guided CX solutions to ensure every experience feels personal, seamless, and empowering.

Happy CX Day! Every year, on the first Tuesday of October, businesses and organizations worldwide come together to celebrate Customer Experience (CX) Day. It's a time to reflect on the importance of delivering exceptional customer experiences and to share best practices that improve the way businesses interact with their customers. Want to learn more about CX Day? You can check it out here. At Glance, we believe that great customer experience is not just about answering questions—it's about creating meaningful human connections. Today, we'll dive into why CX is essential and how we support businesses in elevating their CX game.

Keeping customers engaged in today’s digital world can be tough. With so many options available at the click of a button, it’s more important than ever to differentiate yourself, provide memorable experiences, and build strong relationships with your customers. Let’s explore some of today’s top challenges in customer engagement and the solutions you can use to overcome them and thrive.

First Call Resolution (FCR) is a key metric in any contact center. It measures how often a customer's issue is resolved on the first call without the need for follow-up or transfer. High FCR rates not only improve customer satisfaction but also reduce operational costs by minimizing repeat calls. Let’s take a look at why FCR matters and review some practical strategies to improve FCR in your contact center.

Screen sharing has become an essential tool for enhancing customer experiences. Whether you’re troubleshooting a problem, giving a demo, or collaborating on a project, screen sharing allows you to connect with customers in a more interactive and efficient way. However, choosing the right tool is crucial. Evaluating the top screen sharing software based on key criteria such as ease of access, collaboration options, mobile user experience, and affordability can make a significant difference. Like any tool, using it effectively requires some know-how. Here are some dos and don’ts to ensure your screen-sharing sessions are smooth, productive, and leave your customers feeling valued. Don’t forget to use this helpful chart to keep these best practices top-of-mind.

Building long-term customer relationships is like growing a beautiful garden. It takes time, effort, and the right approach. Engaging with your customer waters your garden and keeps them rooted to your brand. Let's explore how we can make our customers feel valued and keep them coming back.

Have you ever been on a call with a salesperson and wished you could see exactly what they were talking about? Screen sharing is a powerful tool that helps salespeople show their products, services, and presentations in real-time. It makes the conversation more engaging and easier to understand. Here’s how screen sharing and customer engagement work together to improve sales processes.

In customer service, staying ahead means not just meeting but exceeding customer expectations. One powerful way to achieve this is by integrating advanced contact center solutions — technology and software designed to manage and improve customer interactions. These solutions aim to enhance the efficiency and effectiveness of customer service operations within a contact center, ensuring a seamless and satisfying experience for both customers and agents. Here’s how you can integrate these solutions to improve customer engagement.

Designing a customer journey map provides businesses with a visual representation of the customer’s interactions, emotions, and touchpoints throughout their entire experience with a product or service. A customer journey map should show all the touchpoints the customer can (and is likely to) encounter on their journey when trying to achieve a certain objective. Why is this important? Customer experience mapping allows you to adopt your customers’ perspective and identify potential obstacles along their journey. It also prompts you to consider various customer types, defined as personas, who engage with your business, and strategize on how best to meet their diverse needs. Creating an effective customer journey map requires more than just plotting points on a graph—it demands a deep understanding of customer behavior, meticulous research, and strategic thinking. To create a customer journey, you need to map out customer touchpoints and understand the entire customer lifecycle. Let’s delve into some best practices to craft meaningful and impactful customer journey maps.