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

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

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

Medallia

Medallia

A happy contact center agent using a robust solution stack
Sep 06, 2023
Contact Center

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 retentio

Medallia

Medallia

Woman looks at piece of paper in a concerned manner, man looks over her shoulder in a concerned way
Aug 21, 2023
Market Research

Top Effects of Inflation on Consumer Behavior: 2023 Inflation Tre

Discover the top effects of inflation on consumer behavior in 2023 with trends identified through data-backed research and analysi

Mary Kearl

Mary Kearl

A contact center agent looking at a list
Aug 08, 2023
Contact Center

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.  

Medallia

Medallia

Women strategizing about AI in customer experience
Aug 02, 2023
Customer Experience

Using AI in Customer Experience: What You Need to Know About Enha

Here’s the role of AI in customer experience, the benefits of artificial intelligence in CX, and what the future of the tech

Justin Herrick

Justin Herrick

Business professionals analyzing B2B customer feedback
Jul 27, 2023
Customer Experience

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

Medallia

Medallia

Shopping cart in a retail industry store
Jul 21, 2023
Customer Experience

Customer Experience as a Competitive Advantage in the Retail Indu

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

Medallia

Medallia

A man speaks on a cell phone while using his laptop
Jul 12, 2023
Customer Experience

Experience Orchestration: 4 Key Elements to Personalize the Custo

Bo Lykkegaard, Associate Vice President for the enterprise-software-led expertise centers at IDC Europe, including customer experi

Medallia

Bo Lykkegaard

Woman sips coffee while working on her laptop in a coffee shop
Jul 07, 2023
Customer Experience

13 Reasons Why You Need Experience Orchestration to Personalize t

Experience orchestration enables organizations to deliver personalized customer journeys at scale, improving customer acquisition,

Mary Kearl

Mary Kearl

A team reviews survey results on paper, computer, and mobile
Jun 29, 2023
Customer Experience

10 Best Ways to Boost Survey Response Rates

Discover effective strategies and tips to boost survey response rates, optimize survey design, and collect high-quality data from

Justin Herrick

Justin Herrick

A contact center agent supporting a customer through texting
Jun 13, 2023
Contact Center

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 c

Medallia

Medallia

A man wearing glasses is sitting and reading a book.
Jun 06, 2023
Contact Center

Best Contact Center Books to Read in 2023

Contact center leaders, supervisors, and managers — if you want some must-reads in 2023, look no further than this list of the bes

Maddie Buyers

Maddie Buyers