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Why digital transformation falls on the CEOs shoulders (and what it means for you)
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Why Digital Transformation is Now on The CEO’s Shoulders and What That Means For You in The Contact Center

Customer Experience | 14m read
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7 Ways to Encourage Customers to Take Customer Satisfaction Surveys

Customer Experience | 11m read
Three Types of Angry Customers and How to Handle Them

Industry Insights | 11m read
How Long Is Too Long On Hold?

Customer Success | 10m read
Editor's Pick
5 Contact Center Communication Skills That Will Make the Agent-Customer Relationship Go From Good to Great

Customer Success | 10m read
Caring for a Call Center Team while Working from Home: Tips to Share with your Agents to Maintain a Mentally Healthy and Productive Staff

Agent Experience | 11m read
Your Call Center Manager Playbook

Content Pillar | 60m read
Encourage more responses to your customer satisfaction surveys

7 Ways to Encourage Customers to Take Customer Satisfaction Surveys

Customer Experience | 11m read
First call resolution is when your customer's inquiry is resolved on the...(wait for it)...first call

What is First Call Resolution [Definition]

Industry Insights | 4m read
How to use big data to enable your omnichannel customer experience

4 Reasons to Put Your Data to Work: How to Use Customer Insights to Enable the Omnichannel Experience in Your Contact Center Today

Customer Experience | 9m read
We're crushing on Chewy and how they improve the customer experience

4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive

Customer Experience | 12m read
The Future of Customer Service

The Future of Customer Service: What You Need to Know to Prepare for the Next Generation of Customer Care

Customer Experience | 16m read

See 9 ways a better agent experience drives your customer experience and recurring revenue

How to erase the bad stereotype about customer service in call centers

A 5-Step Plan to Change the Stereotype That Customer Service in Call Centers Has to be Terrible

Customer Experience | 11m read
agent scorecards - what to include (and what to leave out) for better agent performance

The Do’s and Don’ts of Agent Scorecards

Customer Experience | 10m read
Have empathy for call center agents during this crazy holiday season

How to Avoid Scheduling Snafus as Holiday PTO Requests Flood in (While Still Caring for Your Team)

Agent Experience | 8m read
The management techniques to keep (and to ditch) for a better call center experience

3 Management Techniques to Use (And 2 to Ditch) to Erase the Bad Call Center Agent Experience in 2021

Agent Experience | 10m read
The stats don't lie

9 Forrester Digital Transformation Statistics You Must Know to Give Your Customers the Digital Customer Experience they Demand

Customer Experience | 10m read