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

Paths to Grow Your Customer Service Career
Nov 03, 2023
Contact Center

7 Paths to Grow Your Customer Service Career

While customer service often gets a bad rap for being an entry-level, high churn field, the increasingly customer-centric business

Medallia

Medallia

Two employees high five each other
Oct 27, 2023
Employee Experience

Employee Experience Strategies to Drive Engagement and Retention

The most important employee experience strategies include listening to your employees, taking action based on their feedback, and

Erica Desai

Erica Desai

Couple speaks to front desk worker at a hotel
Oct 26, 2023
Customer Experience

How Personalized Customer Experiences Drive Business Growth

For companies across industries, personalization is no longer a nice-to-have. Personalized customer experiences are a must for bei

Mary Kearl

Mary Kearl

Man sits at a desk with a coworker and looks contemplatively at a tablet
Oct 23, 2023
Employee Experience

Moments That Matter in the Employee Experience

Moments that matter in the employee experience include important employee lifecycle stages (interviewing, onboarding, offboarding,

Erica Desai

Erica Desai

row of people sitting in a dimmed light space, clapping
Oct 19, 2023
Customer Experience

Top Customer Experience Conferences to Attend in 2024

Explore this list of the top 25 customer experience conferences to attend in 2024.

Mary Kearl

Mary Kearl

email templates to respond to customer complaints
Oct 18, 2023
Contact Center

10 Email Templates to Respond to Customer Complaints

Hard as it may be to calm and satisfy an angry customer over the phone, it’s much harder to do so by email. Here are 6 email templ

Medallia

Medallia

Family walks together, holding holiday shopping bag
Oct 05, 2023
Market Research

Our Gift To You: 2023 Holiday Shopping Predictions To Sleigh This

Here are Medallia Market Research’s top 2023 holiday shopping predictions about when, why, and how consumers will spend their mone

Andrew Custage

Andrew Custage

Graphic that reads Happy CX day in addition to a collage of Medallians
Oct 03, 2023
Customer Experience

Celebrating CX Day and the Power of Customer Experience

This year, we reflect on why we love the CX industry — and why personalizing every experience is our North Star.

Joe Tyrrell

Joe Tyrrell

Most Popular Customer Service Job Titles
Sep 16, 2023
Contact Center

The 11 Most Popular Customer Service Job Titles

With millions employed in the field in the U.S. alone, the customer service industry is the heart of our economy and customer serv

Medallia

Medallia

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 team works together around a table
Sep 13, 2023
Medallia Culture

Medallia’s ESG Commitment: Impacting Lives and Driving Chan

Our 2023 Global Impact Report outlines Medallia’s commitment to environmental, social, and governance (ESG) sustainability. Here a

Joe Tyrrell

Joe Tyrrell