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To solve issues quickly, organizations need to uncover the right insights for everyone from executives to the front lines — which requires smarter reporting.
As your organization aims to craft and deliver connected experiences, break organizational silos to ensure employees are aligned a
Deciding who’s responsible for customer experience may seem obvious, but in reality it’s not only on the CX team to help deliver a
Discover how to create connected experiences for customers using a contact center — the central hub where customers go for help —
Here’s what to do to prepare your contact center for the holiday season as the large influx of customers your agents are bound to
Customer service is pivotal to brand loyalty — here are tips for a contact center to manage (and improve) customer and agent exper
Keep up with customer expectations by using live chat experiences to optimize a contact center and communicate instantly, personal
As the contact center faces the challenges of increasing workloads, these are the key strategies to maximize contact center agent
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 st
In a tight labor market, it’s difficult for contact centers to attract candidates. Here are the factors at play and what talent ac
Contact center leaders must prioritize culture in order to motivate agents, increase customer satisfaction, and decrease turnover
You know why contact center performance matters. Customer service is a key factor that nearly all customers (95%) consider when ma
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 communi