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A contact center leader helps an agent respond to a customer
Dec 07, 2022
Contact Center

5 Tips to Create Connected Experiences for Customers Using the Co

Discover how to create connected experiences for customers using a contact center — the central hub where customers go for help —

Mandisa Makubalo

Mandisa Makubalo

A family dressed for a cold climate looks at a store window with shopping bags in hand
Nov 02, 2022
Contact Center

5 Tips to Prepare Your Contact Center for the Holiday Season

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

Justin Herrick

Justin Herrick

Agents in a contact center
Oct 14, 2022
Contact Center

3 Tips for a Contact Center to Train Agents, Reduce Turnover 

Customer service is pivotal to brand loyalty — here are tips for a contact center to manage (and improve) customer and agent exper

Justin Herrick

Justin Herrick

Contact center agents live chatting with customers
Sep 08, 2022
Contact Center

7 Ways Live Chat Experiences Optimize a Contact Center

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

Mandisa Makubalo

Mandisa Makubalo

A contact center agent looks overwhelmed by her workload
Aug 22, 2022
Contact Center

The 2022 Contact Center Trifecta of Pain: Increasing Workloads (P

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

Rachel Lane

Rachel Lane

contact-center-trifecta-of-pain-rising-attrition-rates
Aug 15, 2022
Contact Center

The 2022 Contact Center Trifecta of Pain: Rising Attrition Rates

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

Rachel Lane

Rachel Lane

12 Customer Experience Stats Show Why Resolving Channel Silos is Crucial Today
Aug 10, 2022
Contact Center

12 Customer Experience Statistics for Creating an Agile Service M

For a strong customer experience, contact centers need to adopt an agile approach to support. Lean on these customer experience st

Medallia

Medallia

A contact center hiring manager interviewing a candidate
Aug 08, 2022
Contact Center

The 2022 Contact Center Trifecta of Pain: The Struggle to Hire (P

In a tight labor market, it’s difficult for contact centers to attract candidates. Here are the factors at play and what talent ac

Rachel Lane

Rachel Lane

Two contact center team members share notes
Jun 28, 2022
Contact Center

A Leader’s Guide to Achieving a High-Performance Contact Center C

Contact center leaders must prioritize culture in order to motivate agents, increase customer satisfaction, and decrease turnover

Mandisa Makubalo

Mandisa Makubalo

Contact center agents having a discussion
May 10, 2022
Contact Center

How to Measure Contact Center Performance

You know why contact center performance matters. Customer service is a key factor that nearly all customers (95%) consider when ma

Mary Kearl

Mary Kearl

A contact center agent on the phone
Apr 20, 2022
Contact Center

How to Improve Contact Center Agent Performance

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

Mary Kearl

Mary Kearl

A conversation with Elena Fortuna, Director of Client Success at Code for America
Apr 01, 2022
Contact Center

How Code for America Built a Client Success Strategy Using Empath

In the United States, the digital divide limits the accessibility of life-critical benefits for low-income and underserved communi

Justin Herrick

Justin Herrick