Research proves the business benefits of centralized management of Voice, Video and Network Performance across hybrid workforces. With inflation hitting an all-time high, interest rates rising, food and gas prices…
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What does “digital” customer experience even mean anymore? At a recent meeting with a chief marketing officer (CMO) of a customer experience (CX) analytics company, he presented a slide about…
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Loyalty programs can help organizations retain their most valuable customers with special offers. Additionally, they can gather useful marketing data, increase referrals and more.
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Successful financial institutions are on a never-ending quest to improve their customer experience. Leaders at these institutions know that continuously raising the bar on customer expectations and interactions can drive…
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Here’s how customer experience leaders are making decisions—and what they want from you. As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly…
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What do you do when everyone thinks they're the smartest person in the room, and all of them are counting on you for answers? Here's how to give a presentation…
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As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS. Organizations spend just…
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With the plethora of agent performance data available today, it can be challenging to determine where to focus. That doesn’t apply to agent performance in isolation; it also applies to…
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Managing remote call center agents can be difficult -- but with the right tools in place, supervisors can effectively lead their agents from a distance.
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Some customer service skills include problem-solving, empathy, product knowledge and patience. Certain people are naturals for a career in customer service. They have the right personalities, values and patience --…
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