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There is no shortage of tools on the market that can help drive new QM efficiencies into the call center. But without the right strategy and a deep understanding of the business goals to be [...]

In my first three “CX Training” blogs, I explained how cloud is the catalyst for better overall education in the contact center because it promotes better, more effective new-hire curriculum and [...]

In my last “CX Training” blog, I explained how cloud-based contact center and training technologies help brands better retain the loyalty of increasingly fickle customers because they enable an [...]

In my first blog of this “CX Training” series, I asserted that organizations still relying upon on-prem contact center and training technologies will be ill-equipped to capture, nurture and [...]

When the Enterprise Research Centre surveyed 1,000 companies across the UK, the results were enlightening and somewhat heartening.  While many firms saw their turnover fall by 42% and employment [...]

One undeniable impact of COVID-19: impatient, exhausted and sometimes desperate consumers expect much more of the customer service teams with which they engage. And, if dissatisfied with the [...]

2020 was a time of great change for the contact center. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – [...]