onholdwith easyJet during COVID? Join the club…
The last few months have been a struggle for many companies, thanks...
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2020 Vision: What Customer Service Looked Like in 2019
Good customer service can be hard to find. Conversely, bad customer service...
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Zappos. Apple. Wistia. Netflix. Whatever your business or its size, the first...
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People like shiny new things. The same cannot always be said about...
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Big Vendor Announcements Focus on AI at Enterprise Connect
The Enterprise Connect conference is one of the largest events in communications...
New York Times Op-Ed Mentions Containment Rate
Containment rate is a well-established performance metric in the customer service world,...
Avaya’s Annual Show Highlights Strength, New Directions
Avaya made good use of its annual Avaya ENGAGE® conference to show...
Contact Centers? Say Hello to 2019
2018 was a big year for the contact center industry. Major product...