Make Every Day “Game Day” in Your Contact Center

If you have sports fans, or family of sports fans, working in your contact center, the biggest topic of conversation in your team this week will likely be around the upcoming big game. Every February, players run around a patch of grass in search of their ultimate reward. This work is the culmination of dedicating [...]

5 Goals to Improve Call Center Performance

Have you made your New Year resolutions yet? As I thought about my own, I also thought about the top things contact centers could do to improve in the coming year. As a result, here’s my take on the top five contact center resolutions for 2018. 1. Put your agents first. Research shows today’s contact […]

Is Your Contact Center Doing Enough to Retain Customers? [Infographic]

CMOs agree that customer retention is one of the most critical measures of a brand’s health. So why do less than half of senior leaders believe their customer experience is “satisfactory or better?” Understanding the customer has always been critical for business growth, but the evolution of customer expectations and increased cost of losing a […]

Brand Loyalty Starts with the Contact Center

The nature of the buyer journey is changing. As digital communication channels continue to emerge, brands need new ways to make personal connections with customers. Contact center agents make up the front line of personalized communication, and marketers should recognize and encourage their role in the new customer experience. According to our recent survey, “The […]

Why the Focus on CX Puts Pressure on Call Center Agents

Every day, contact center agents act as brand ambassadors during their hundreds, if not thousands, of customer interactions.  As customers embrace self-service options, the majority of routine questions are funneled off, leaving agents to handle increasingly more complex customer inquiries. The growth in self-service hasn’t decreased the call volume; in fact, we found just the […]

The Year of Contact Center Employee Engagement: Our Top 10 Blog Posts

There’s been a sizable change in the industry as contact centers place a stronger focus on employee engagement in order slow agent attrition rates and provide a better customer experience. This shift, from Workforce Optimization (WFO) to Workforce Engagement Management (WEM), has turned the focus towards contact center employee engagement. As we look back at […]

Customer Engagement Leads to Top Line Growth

CEO Tom Goodmanson delivers keynote speech at Customer Connect 15 on how technology empowers customer contact centers to drive corporate strategy and revenue growth. Year over year, we’ve delivered on what we promised because we take your feedback to heart, integrating hundreds of product features based off of what we’ve heard from our business users. […]