Contact Center

Keep up with customer expectations by using live chat experiences to optimize a contact center and communicate instantly, personally, and effectively.

Keep up with customer expectations by using live chat experiences to optimize a contact center and communicate instantly, personally, and effectively.

As the contact center faces the challenges of increasing workloads, these are the key strategies to maximize contact center agent training and productivity.

As the contact center faces the challenges of increasing workloads, these are the key strategies to maximize contact center agent training and productivity.

Here’s what is contributing to higher contact center turnover rates, and what employers can do about attrition.

Here’s what is contributing to higher contact center turnover rates, and what employers can do about attrition.

For a strong customer experience, contact centers need to adopt an agile approach to support. Lean on these customer experience statistics. As a result of the pandemic, organizations have adopted new ways of doing business, from curbside pickup to social media shopping. In fact, companies across various industries have seen

For a strong customer experience, contact centers need to adopt an agile approach to support. Lean on these customer experience statistics. As a result of the pandemic, organizations have adopted new ways of doing business, from curbside pickup to social media shopping. In fact, companies across various industries have seen

In a tight labor market, it’s difficult for contact centers to attract candidates. Here are the factors at play and what talent acquisition teams can do to improve the candidate experience and solve the struggle to hire.

In a tight labor market, it’s difficult for contact centers to attract candidates. Here are the factors at play and what talent acquisition teams can do to improve the candidate experience and solve the struggle to hire.

Contact center leaders must prioritize culture in order to motivate agents, increase customer satisfaction, and decrease turnover while contributing to the overall success of a business, according to Mandisa Makubalo, Founder & Managing Director at Unlimited Experiences SA.

Contact center leaders must prioritize culture in order to motivate agents, increase customer satisfaction, and decrease turnover while contributing to the overall success of a business, according to Mandisa Makubalo, Founder & Managing Director at Unlimited Experiences SA.

You know why contact center performance matters. Customer service is a key factor that nearly all customers (95%) consider when making purchase decisions, according to the top customer service trends our team at Stella Connect by Medalla uncovered as part of a research study of more than 2,100 consumers in

You know why contact center performance matters. Customer service is a key factor that nearly all customers (95%) consider when making purchase decisions, according to the top customer service trends our team at Stella Connect by Medalla uncovered as part of a research study of more than 2,100 consumers in

Here’s how to increase engagement to drive contact center agent performance and improve customer experience.

Here’s how to increase engagement to drive contact center agent performance and improve customer experience.

In the United States, the digital divide limits the accessibility of life-critical benefits for low-income and underserved communities nationwide. Code for America, a San Francisco-based non-profit, takes on this challenge by breaking barriers and improving access to services such as the Supplemental Nutrition Assistance Program (SNAP), Special Supplemental Nutrition Program

In the United States, the digital divide limits the accessibility of life-critical benefits for low-income and underserved communities nationwide. Code for America, a San Francisco-based non-profit, takes on this challenge by breaking barriers and improving access to services such as the Supplemental Nutrition Assistance Program (SNAP), Special Supplemental Nutrition Program

Agents are the heart of your contact center. Investing contact center management effort into their experience will impact your customers. A strong customer experience begins and ends with your agents. Investing time and energy into improving the work your agents do to support customers across their most common pain points

Agents are the heart of your contact center. Investing contact center management effort into their experience will impact your customers. A strong customer experience begins and ends with your agents. Investing time and energy into improving the work your agents do to support customers across their most common pain points