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What the Zappos 10-hour Phone Call Means for your Metrics: Hear from Zappos about their Customer-Centric Contact Center
Huge thank you to Jovahn Bergeron and Rob Siefker at Zappos for their overwhelming kindness and responses to our questions.
Zappos is...
The 4 Competencies of a Standout Customer Experience
It’s easy to say that the focus of your customer experience is your customer. But, as your company...
How to Run an Efficient Inbound Call Center to Keep Your Customers Happy Long-Term (Without All the Crazy Costs)
I worked the same customer support job for a year when my manager threw new (complicated) software into...
Avaya Bankruptcy: Here’s Your Plan B
With the much-anticipated news that Avaya filed for Chapter 11 bankruptcy, Avaya’s customers are asking themselves “What do we...
HIPAA Compliance and Technology: The Precautions to Take to Lower Your Risk and Keep Contact Center Data Safe Every Day
Getting familiar with HIPAA laws is a lot to wrap your head around.
If your contact center works with...
Your Call Center Manager Playbook
A How-To Guide to Better Call Center Coaching
Great call centers don’t just happen by accident. They’re...
Ask the Right Questions: 6 Essential Questions you Need Answered before Committing to a Cloud Contact Center Platform
It’s rare in our lives that we make big purchases that tie us to long commitments. If you buy...
Five CX Trends that are Changing the Game
How often do you go back to a restaurant whose wait staff is lazy? What about if you had...