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An 11-Step Digital Transformation Framework for Your Call Center

Even companies who are sitting on the brink of digital transformation haven’t figured out how to strategize a successful...

Prioritizing Your Employees: Your Customer Service Agents are Foundational to Your Customer Experience Transformation

Customers have ever-increasing control over their relationship with companies. Companies today work overtime to earn customer satisfaction and long-term...

5 Lessons You Can Learn From Schitt’s Creek on What Makes a Good Manager

At the start of the pandemic, I, like many people, needed a feel-good show to binge. The suspenseful...

How to Tackle the Challenges of Managing a Multi-Generational Workforce: 2 Challenges (and Advantages) to Managing A Call Center Composed of Workers Across Different Generations

You’re in a meeting with some co-workers and one of the older team members in the room...

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

Research out of the University of Texas found that increasing data’s usability by only 10% would cause an...

Seven Simple Strategies to Take Your Social Media Customer Support to the Next Level for Happier Customers

Social media consumes a lot of our waking hours, whether or not we intend it to (I mean,...

Tell a Story with these 3 Customer Service Metrics: Crafting a Narrative to Wow Execs and Prove the Value Your Team can Bring

Metrics are more than just numbers on a page. They’re storytellers, living as part of a greater narrative...

Value Your Employees and Pay Them Well to Improve Your Call Center Experience

Businesses need to be profitable to keep running. So when talking about money, it can be tempting to...