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As part of our State of the Contact Center in 2020 Industry Report, we asked industry leaders and influencers what surprised them the most about the pandemic. We were surprised at the similarities between each...
Like any profession, it’s very common for call center agents to fall...
Customer perception isn’t just important — it’s everything. If you’re not investing...
What is the primary purpose of a contact center agent? You might...
Understanding and managing customer perception should be a priority for businesses today....
The last few months have been a struggle for many companies, thanks...
Customer perception is tough to measure because it's usually comprised of both...
Why do we treat call center overwhelm like a necessary evil? Times...
Managing customer perceptions and expectations is one of the most essential components...
