Contact Center

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

As a response to staffing shortages and increasing customer demands, a new model has emerged: the hybrid contact center workforce. Here’s how (and why) it works. In 2022, businesses will continue to reshape and retool their contact centers, where their two most valued constituencies, employees and customers, intersect. They will

As a response to staffing shortages and increasing customer demands, a new model has emerged: the hybrid contact center workforce. Here’s how (and why) it works. In 2022, businesses will continue to reshape and retool their contact centers, where their two most valued constituencies, employees and customers, intersect. They will

How is the future of contact centers taking shape? Here are the 9 ways the pandemic accelerated contact center transformation. The future of the contact center is here, and it’s innovative, expert-driven, and thriving. But signs weren’t always indicating that things would be this way. In fact, before the start

How is the future of contact centers taking shape? Here are the 9 ways the pandemic accelerated contact center transformation. The future of the contact center is here, and it’s innovative, expert-driven, and thriving. But signs weren’t always indicating that things would be this way. In fact, before the start

Leading customers in times of uncertainty means businesses must recognize that customer and employee experience can create lasting value for organizations when properly managed.  To enhance the customer and employee experience, we need first to determine what matters to customers and employees, what to prioritize, and how we can deliver

Leading customers in times of uncertainty means businesses must recognize that customer and employee experience can create lasting value for organizations when properly managed.  To enhance the customer and employee experience, we need first to determine what matters to customers and employees, what to prioritize, and how we can deliver

It’s the dawn of a new era. Here are the key contact center trends driving change across organizations. When we reflect on key contact center trends at play, it’s clear that we are seeing the emergence of a decade of great challenge, but also great opportunity.  It’s been quite some

It’s the dawn of a new era. Here are the key contact center trends driving change across organizations. When we reflect on key contact center trends at play, it’s clear that we are seeing the emergence of a decade of great challenge, but also great opportunity.  It’s been quite some

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 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 to

The effects of the 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 to