July 2020

Customer experience (CX) has been a priority for many companies for years. However, even if leaders consider it strategically important, and choose to invest heavily in it, not every CX program is going to deliver positive results.   Even a seemingly tiny misstep can cause a CX program to ultimately fail. Considering how critical success is to long-term growth, ensuring your company is in the best shape...

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The COVID-19 pandemic has led to unprecedented changes in the workplace. Contact centers sent the vast majority of their agents home, providing them with tools that allowed them to work while respecting stay-at-home orders.   Today, the situation is highly varied. In some parts of the nation, reopening plans are moving forward. In others, spikes have required states to reconsider their approaches, at times even rolling back...

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