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Contact center agents having a discussion
Nov 10, 2023
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 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

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

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

A contact center agent using conversation intelligence
Apr 28, 2023
Contact Center

3 Ways to Make the Most of Conversation Intelligence in Customer

As a CX professional, are you driving value from conversation data? Here are 3 ways to maximize conversation intelligence.

Jessica Garcia

Jessica Garcia

An organizational leader ponders questions while working with generative AI
Apr 26, 2023
Contact Center

5 Questions to Ask When Deploying Generative AI for Business

As a CX professional, are you considering deploying generative artificial intelligence? Here’s what to ask yourself when getting s

Joanna Moser

Joanna Moser

Contact center agents communicating with customers via phone call and trying to meet customer service expectations
Apr 12, 2023
Contact Center

6 Tips for Meeting Customer Service Expectations

Consumer expectations for customer service and the contact center are evolving — here’s what teams need to do to meet today’s cust

Mary Kearl

Mary Kearl

Customer service agent works on a computer
Mar 31, 2023
Contact Center

15 Customer Service Trends in 2023 You Didn’t Know Until Now

The top customer service trends in 2023 that leaders in the contact center and throughout an organization need to know about.

Mary Kearl

Mary Kearl

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