5 Steps to Proactive Customer Delight
Human-Centric CX
Delighting your customers is a critical component that drives your brand’s success. …
What’s Really the Best Way to Manage Retail Seasonality?
Retail and Consumer Services
White Paper: What’s really the best way to manage retail seasonality? For…
Business Continuity Planning Checklist
Virtual Workforce Management
In business, the inevitable always comes. Shutdowns. Breakdowns. Letdowns. Best prepare beforehand.…
How Secure Is Your Provider?
Customer Service Strategy
Nothing is more personal than your identity. Unless it’s your customers’ data…
Developing Gold Medal Agents for Your Contact Center
Human-Centric CX
The Olympics are in full swing and there is nothing more exciting…Self-Service – A Positive or Negative for Customer Experience
Customer Service Strategy
Self-service options are standard in today’s contact center environment. It’s typical to…
Beyond the Metrics: They are People, People!
Virtual Workforce Management
Metrics are good. They give a snapshot of the state of a…
Do Magic Metrics Exist?
Customer Service Strategy
Due to the number of metrics needed to effectively measure contact center…
Future Proofing Contact Center Technology
Customer Service Strategy
Contact centers are continually progressing, in no small part to the continued…