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Happy Employees Happy Customers

Happy Employees Happy Customers: How to Stop Preaching About Building a People-First Culture in your Contact Center and Start Doing Something About it

Learning & Development | Strategy

2020 call center trends the Magic 8-Ball predicts

What 2020 Call Center Trends Should Inform your CX Strategies? Our Magic 8-Ball Says These 7 Trends Will Give You a Competitive Edge (It is Decidedly so)

Data Analysis | Technology

how to keep customers happy when seasonality strikes

Are You Ready for Seasonality to Strike? How to Keep Customers Happy and Build Flexibility into your Operations During the Holidays

Revamp your call center metrics best practices with the customer happiness metrics

The Metrics to Watch to Improve Outcomes: How to Measure Customer Happiness (& 5 Other Confusing Metrics on your List of Call Center Metrics Best Practices)

Call center improvement strategies based on the reports you already have

How to Use the Data You Have On-Hand to Build Call Center Improvement Strategies for a Customer Experience that Consistently Stands Out

Poor CS Scares Your Customers Featured Image

Poor Customer Service Scares Your Customers Off Faster than Ghosts and Ghouls: 7 Stats that Prove It

Data Analysis | Learning & Development

Call center reporting needs to be better. Here's why.

Call Center Reporting Behind Closed Doors: Why You Shouldn’t Have to Pay Top Dollar to Manipulate Your Data and Get the Reports You Need

Data Analysis | Strategy

Make your data actionable down to each specific customer service KPI

Customer Experience Isn’t a Guessing Game: Get 5 Actionable Methods and the Customer Service KPI Categories You Need to Put Your Data to Work for an Off-The-Chart CX

Data Analysis | Technology

Celebrate Customer Service Week with these 6 tips

Pop the Confetti: October 7-11 is Customer Service Week and It’s Time to Give Your Agents the Recognition they Deserve

Recruiting & Retention