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Medallia

A contact center manager helping an agent improve
Sep 14, 2023
Contact Center

How to Improve Your Call Center Metrics: 5 Call Center Best Practices

How to Improve Your Call Center Metrics: 5 Call Center Best Practices

Enhance call center metrics with these best practices, including comprehensive analysis of all customer interactions across channels.

Enhance call center metrics with these best practices, including comprehensive analysis of all customer interactions across channels.
A happy contact center agent using a robust solution stack
Sep 06, 2023
Contact Center

9 Contact Center Solutions Every Company Needs

9 Contact Center Solutions Every Company Needs

Among today’s range of contact center technology options, these are the top contact center solutions for increasing agent retention and more.

Among today’s range of contact center technology options, these are the top contact center solutions for increasing agent retention and more.
A contact center agent looking at a list
Aug 08, 2023
Contact Center

Call Center vs Contact Center: Top Differences

Call Center vs Contact Center: Top Differences

What’s the difference between a call center and a contact center? Here are the top factors that set these two apart.  

What’s the difference between a call center and a contact center? Here are the top factors that set these two apart.  
Business professionals analyzing B2B customer feedback
Jul 27, 2023
Customer Experience

How to Improve B2B Customer Feedback with Quality Insights

How to Improve B2B Customer Feedback with Quality Insights

Here’s what you need to know about collecting B2B customer feedback and earning quality insights to act to improve customer experience.

Here’s what you need to know about collecting B2B customer feedback and earning quality insights to act to improve customer experience.
Shopping cart in a retail industry store
Jul 21, 2023
Customer Experience

Customer Experience as a Competitive Advantage in the Retail Industry

Customer Experience as a Competitive Advantage in the Retail Industry

Discover the power of customer experience for gaining a competitive edge in the retail industry.

Discover the power of customer experience for gaining a competitive edge in the retail industry.
A contact center agent supporting a customer through texting
Jun 13, 2023
Contact Center

5 Types of Call Centers for Customer Service Teams

5 Types of Call Centers for Customer Service Teams

Here are the five most common types of call centers — or contact centers — organizations rely on to provide customer support and conduct customer outreach.

Here are the five most common types of call centers — or contact centers — organizations rely on to provide customer support and conduct customer outreach.
Team reviews data in a CRM
May 15, 2023
Customer Experience

Customer Relationship Management (CRM) vs Customer Experience Management (CEM) Comparison

Customer Relationship Management (CRM) vs Customer Experience Management (CEM) Comparison

Here’s the difference between customer relationship management (CRM) and customer experience management (CEM) — and how they’re connected.

Here’s the difference between customer relationship management (CRM) and customer experience management (CEM) — and how they’re connected.
A woman completing a curbside pickup order
May 10, 2023
Customer Experience

7 Reasons Why Curbside Pickup is Here to Stay

7 Reasons Why Curbside Pickup is Here to Stay

Explore the future of curbside pickup in retail. Has it become a permanent fixture? Learn about the current trends and potential long-term impact.

Explore the future of curbside pickup in retail. Has it become a permanent fixture? Learn about the current trends and potential long-term impact.
Finger touching glass panel with user interface symbolizing analytical insights from customer experience insights.
Feb 10, 2023
Customer Experience

How to Choose Customer Experience Metrics & Measure CX

How to Choose Customer Experience Metrics & Measure CX

Here’s how to choose customer experience metrics and measure the performance of CX to optimize interactions across every touchpoint in the customer journey.

Here’s how to choose customer experience metrics and measure the performance of CX to optimize interactions across every touchpoint in the customer journey.
A pile of letters from the Bananagrams word game.
Feb 06, 2023
Customer Experience

7 Text Analytics Benefits for Feedback Programs

7 Text Analytics Benefits for Feedback Programs

Customers are people, and people are passionate. So whether they’re talking about a recent customer service experience or a product they love or hate, open-ended survey questions and reviews allow customers to go beyond a score or a rating and express their passion (or lack thereof) for a brand and

Customers are people, and people are passionate. So whether they’re talking about a recent customer service experience or a product they love or hate, open-ended survey questions and reviews allow customers to go beyond a score or a rating and express their passion (or lack thereof) for a brand and