Active Listening is Key to Great Customer Service
Active listening skills are the foundation of effective communication. In customer service, this means being totally...
Category: Customer Experience
CX4Now: Contact Center KPIs that Matter
Do Traditional Contact Center KPIs Still Matter? KPIs monitor just about everything that happens in a...
CX4Now: CX and Contact Center Trends to Watch, According to These Influencers
We asked influencers and leaders within the CX and contact center spaces to weigh in on...
7 Great After-Call Survey Questions
After-call surveys give you rich insights into your call center’s day-to-day operations. They’re kind of like...
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5 Reasons to Use an After-Call Survey
Think about how many phone calls your contact center receives in one day. Thousands, right? Now,...
How to Create An Accessible Call Center
Imagine your agents providing stellar customer service to only 75% of your customer base. Yikes! Every...
Why Digital-First Contact Centers Remain Ahead of the Competition
While we may all be grateful, we no longer live in a ‘digital only’ world, the...
3 Ways to Drive Inclusive Agent Engagement
Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so...