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Learn How to Offer the Best Service Out There: Customer Service Expert Shep Hyken Tells Why it’s Worth it to Avoid Delivering Bad Customer Service

We’ve all experienced it — waiting for ages on hold, the obnoxious elevator music repeating for an hour. You...

Keeping your Contact Center Agents in their Seats: Employee Engagement is the Answer to the Aches and Pains of Attrition

When was the last time someone called into your customer service team just to tell your agents they’re doing...

Customer Experience Examples from Lyft: 7 Ways The Company Soared to the Top of Charts and Gained a Loyal Following [Monthly Brand Crush Post]

In the eyes of your customers, only 12% of brands have made significant improvements to their customer experience...

Is It Time to Re-Evaluate First Contact Resolution?

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

Collaboration: The Key to Successful Digital Transformation Strategies that Benefit Everyone in the Contact Center and Beyond

Teamwork makes the dream work, right? 

When it comes to running a successful business, these words can’t...

WFH Client Success: Blackhawk Network

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Service Level Agreement

EXHIBIT A

Service Levels 

Availability Service Level. The Availability...

19 Workforce Optimization Statistics to Steer You Toward a Better Customer Experience

Workforce optimization is a priority in today’s economy for many organizations, including call centers. 

As a leader...

Sharpen #1 on Indiana Business Journal’s List of Fastest-Growing Private Companies

INDIANAPOLIS, October 14, 2021 – Sharpen Technologies, developers of the agent-first omnichannel cloud contact center platform, came in...