The Contact Center Guide to Managing Spikes in Call Volume [Industry Report]
Contact center managers are, at their core, problem-solvers. One of the most...
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5 Must-Attend Customer Service Conferences in 2019
This post has been updated for 2020. Read it here: Top Customer...
Why the Customer Experience is Important for All Shoppers [Video]
It’s that time of year again, the holidays are creeping in, and...
[Webinar] 4 Ways to Turn Your Call Center into an Omni-Channel Workhorse
Having an omni-channel contact center is becoming increasingly important as channel options...
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4 Risks of Not Tracking the Customer Journey
The multi-channel customer experience has raised a number of questions about how...
3 Ways to Sharpen Your #CX Skills
“Ten years ago there was no web chat, smart phone apps, social...
The Difference Between Customer Service and the Customer Experience
Something serious has come to our attention: Some organizations still don’t know...
[eBook] Mastering #CX in the Contact Center: 7 Tips to Follow
Picture this: Rows upon rows of cubicles, bright fluorescent lights flickering on...