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The customer experience trend in recent years has reinvigorated the importance of human connection and elevated the contact center to a new level of importance. Contact center agents are the [...]

Despite all the technologies evolving to support new channels for connecting companies to their customers, the heart of the customer relationship hasn’t changed. Customers rely on a business to [...]

Black Friday is just around the corner. The highly anticipated shopping event brings major opportunities for businesses to drive revenue and customer loyalty. Last year saw the biggest Black [...]

The ways in which customers communicate with businesses is changing. This year, digital channel interactions are expected to overtake voice interactions for the first time, indicating a shift in [...]

It’s no secret that companies are implementing new technologies to streamline processes and operate more efficiently. Now more than ever, customers are interacting with artificial intelligence [...]

The world is data-driven. And the motto “numbers don’t lie” stems from the idea that data is the source of undeniable truth. Data driven metrics act as a catalyst; it reveals patterns, uncovers [...]

Every day, customers depend on the companies they trust to provide the products and services they need. But that trust isn’t built on product alone—it is developed (or destroyed) based on how [...]

Companies that struggle to provide exceptional customer experiences may be overlooking an important group and its place in delivering on the brand promise: contact center agents. We spend a lot [...]