Contact Center

What do we mean when we refer to contact centers, anyway? Here’s the ultimate contact center glossary to help guide you. In the U.S. alone, millions of contact center employees are working on the front lines, serving as the voice of brands across channels, fielding customer inquiries and concerns via

What do we mean when we refer to contact centers, anyway? Here’s the ultimate contact center glossary to help guide you. In the U.S. alone, millions of contact center employees are working on the front lines, serving as the voice of brands across channels, fielding customer inquiries and concerns via

As digital-first customers become more reliant on frontline agents for support, speakers at Medallia Experience 21 talked about an urgent goal: improve contact center performance. If improving contact center performance wasn’t already one of your primary objectives this year, industry leaders at Medallia Experience 21 made it clear that it

As digital-first customers become more reliant on frontline agents for support, speakers at Medallia Experience 21 talked about an urgent goal: improve contact center performance. If improving contact center performance wasn’t already one of your primary objectives this year, industry leaders at Medallia Experience 21 made it clear that it

The effects of the COVID-19 pandemic on the hospitality industry are gloomy, but customer experience can be a competitive advantage — even if you think you don’t have a customer right now. We’re about one year into the COVID-19 pandemic and, much like the spread of the virus, the hit

The effects of the COVID-19 pandemic on the hospitality industry are gloomy, but customer experience can be a competitive advantage — even if you think you don’t have a customer right now. We’re about one year into the COVID-19 pandemic and, much like the spread of the virus, the hit

Analyze every call and not only improve contact center metrics, but increase operational efficiency, customer satisfaction and the overall customer experience. Contact centers offer a wealth of insights, but the problem is most companies struggle to analyze and uncover important metrics and learnings from voice of the customer data. In

Analyze every call and not only improve contact center metrics, but increase operational efficiency, customer satisfaction and the overall customer experience. Contact centers offer a wealth of insights, but the problem is most companies struggle to analyze and uncover important metrics and learnings from voice of the customer data. In

Are your digital and contact center teams working together? These customer experience stats show why they should. The coming era of digital disruption has long been predicted, but it is here now. Organizations have adopted new ways of doing businesses as a result of the COVID-19 pandemic and the lines

Are your digital and contact center teams working together? These customer experience stats show why they should. The coming era of digital disruption has long been predicted, but it is here now. Organizations have adopted new ways of doing businesses as a result of the COVID-19 pandemic and the lines

As organizations start to look over the horizon from COVID-19, we realize that most businesses have just been forced through the eye of a storm. In the world of the contact center that old normal took six decades to create, we’ve seen momentous change that was forced upon us.  Before

As organizations start to look over the horizon from COVID-19, we realize that most businesses have just been forced through the eye of a storm. In the world of the contact center that old normal took six decades to create, we’ve seen momentous change that was forced upon us.  Before