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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

Hybrid-contact-center-workforce-blog-image-768×432
Jan 06, 2022
Contact Center

Create an Effective Hybrid Contact Center Workforce by Connecting

As a response to staffing shortages and increasing customer demands, a new model has emerged: the hybrid contact center workforce.

Rachel Lane

Rachel Lane

Contact-center-employee-blog / Contact-center-employee-social
Dec 09, 2021
Contact Center

The Future of Contact Centers is Here

How is the future of contact centers taking shape? Here are the 9 ways the pandemic accelerated contact center transformation. The

Rachel Lane

Rachel Lane

A customer and an employee talking about a product
Nov 04, 2021
Contact Center

Aligning Customer and Employee Experience: An Interview with Bill

Leading customers in times of uncertainty means businesses must recognize that customer and employee experience can create lasting

Vincent Manlapaz

Vincent Manlapaz

A contact center agent working in front of his computer
Oct 26, 2021
Contact Center

Contact Center Trends: The Current State & 6 Key Forces at P

It’s the dawn of a new era. Here are the key contact center trends driving change across organizations. When we reflect on key con

Rachel Lane

Rachel Lane

Contact Center Glossary
Jul 26, 2021
Contact Center

Contact Center Glossary: The Most Important Terms You Need to Kno

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.

Medallia

Medallia

Medallia Experience 21: How to Improve Contact Center Performance Under Pressure
Jun 15, 2021
Contact Center

Medallia Experience 21: How to Improve Contact Center Performance

As digital-first customers become more reliant on frontline agents for support, speakers at Medallia Experience 21 talked about an

Liam Burns

Liam Burns

Customer Experience in the Hotel Industry
Feb 01, 2021
Contact Center

Customer Experience in the Hotel Industry: You May Not Have Guest

The effects of the pandemic on the hospitality industry are gloomy, but customer experience can be a competitive advantage — even

Geoffrey Ryskamp

Geoffrey Ryskamp

Contact Center Metrics: Here's What Your Customers Are Telling You
Nov 23, 2020
Contact Center

Contact Center Metrics: Here’s What Your Customers Are Tell

Analyze every call and not only improve contact center metrics, but increase operational efficiency, customer satisfaction and the

Jonathan Shafer

Jonathan Shafer

12 Customer Experience Stats Show Why Resolving Channel Silos is Crucial Today
Nov 10, 2020
Contact Center

12 Customer Experience Stats Show Why Resolving Channel Silos is

Are your digital and contact center teams working together? These customer experience stats show why they should. The coming era o

Medallia

Medallia