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As we reflect on the past year, it’s clear that employee engagement and customer experience reigned supreme. With customer expectations on the rise, companies scrambled to develop customer [...]

When we take the time to measure the customer journey we end up achieving both our goals and our customers goal. Watch our on-demand webinar Measuring CX 101 to learn when and how to measure CX [...]

Anyone who’s ever had an infuriatingly long call with a company over a big bill probably doesn’t exactly have a warm and fuzzy feeling about that brand. But in a world where consumers can buy [...]

Modern contact centers use gaming science and psychology to increase agent productivity while reinforcing positive behaviors. This “gamification” incents and recognizes agents, motivating them to [...]

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 [...]

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 [...]

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 [...]

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 [...]