January 2021

For contact centers, an exceptional customer experience (CX) is essential. Great CX can serve as a differentiator, ensuring you remain ahead of the competition. It can also generate positive word of mouth, lead to better reviews, boost customer loyalty, and spur sales.   Most companies want to enhance CX, though many struggle with figuring out precisely where to begin. While feedback options like surveys can give you...

COVID-19 was a disruptor. Contact centers often had little choice but to transition to new operating models, typically by sending employees home to work remotely. While many hoped that the coronavirus would be a short-term event, it proved to be anything but. As a result, COVID-19 and the technologies it made necessary are now poised to shape the 2021 contact center.   While we may not know...