Contact Center Pipeline

Ensuring Quality in Anxious Times

Ensuring Quality in Anxious Times Is it time, in these times, to move away from manual processes?

Gracious Gratitude

Gracious Gratitude In spite of it all

Using Decision Intelligence to Make Better, More Informed Decisions

Using Decision Intelligence to Make Better, More Informed Decisions Enhancing human decision-making through data-driven insights.

Integrating AI Into Your Contact Center

Integrating AI Into Your Contact Center Solid IT foundation needed to reap benefits.

How to Properly Serve Your Customers

How to Properly Serve Your Customers Getting back to basics through your contact center.

Solving the CX Calculation Discrepancy - Part 2

Solving the CX Calculation Discrepancy - Part 2 How to improve your reporting and results.

How to Clearly Hear Your Customers and Agents

How to Clearly Hear Your Customers and Agents Does your survey process need tuning?

How to Transcend Customer Expectations

How to Transcend Customer Expectations Customer service needs to align with brand values.

How to Lower Friction And Turnover

How to Lower Friction And Turnover Four digital tools to smooth out the agent experience.

Improving the Agent Experience

Improving the Agent Experience Here are several troubleshooting methods and tools.

When Technology is Both Panacea and Pitfall

When Technology is Both Panacea and Pitfall Here’s how contact centers can sort out these tools.

“WhatsApp”-ening With Surveys?

“WhatsApp”-ening With Surveys? How messaging apps can solve common issues.

Gardening the CX

Gardening the CX How Stanley Black & Decker Outdoor gets the CX done.

Analyzing the Analytics

Analyzing the Analytics Analytics software is critical for contact centers. So, what lies ahead?

SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX President Biden signed an executive order committing to customer experience (CX) improvements with 17 federal agencies.

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Ensuring Quality in Anxious Times

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Using Decision Intelligence to Make Better, More Informed Decisions

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