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Have you ever heard of Shipageddon?

It’s a new term coined by consumer shipping companies to explain...

Over the past decade, contact center leaders put an increasing amount of attention on First Call Resolution. Some...

If you missed it (or you want a quick refresher), we’re recapping last week’s CRMXchange Roundtable on Innovations and...

According to PWC, the number of companies investing in their omnichannel customer experience jumped by more than 300%...

When I hop in the car, I almost always open Google Maps to get from point A...

Social media has transformed the way we all live and work – slowly, then suddenly.

And,...

There’s a lot of pressure on you as a manager to foster positive relationships with your agents, build...

*Click* The call drops, and so does my stomach. After waiting on hold for 45 minutes, I ...

What has the potential to ruin a person’s entire day, costs companies trillions in lost revenue, and lurks...