December 2019

With the new year on the horizon, companies typically spend a moment looking back. By examining various KPIs, you can do more than just measure your success; you can also set goals to ensure you stay on target the next year. By integrating contact center benchmarking best practices into the process, you can create a functional roadmap.   Contact Center Benchmarking Best Practices   Contact center benchmarking best practices...

The customer experience (CX) is increasingly being viewed as a potential differentiator, a way to separate your company from the competition, drive customer engagement, and mold your brand’s reputation. While some businesses enlist the help of CX experts to ensure their strategy will yield positive results, many others decide to handle it in house. The leadership team assumes they know how to enhance the customer...