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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

ebook_contact-center
Feb 18, 2022
Contact Center

Improve Your Contact Center Agent Performance Through Customer Ex

Agents are the heart of your contact center. Investing contact center management effort into their experience will impact your cus

Medallia

Medallia

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