What’s Trending in Employee Experience (EX)?
The importance of the customer experience is always top-of-mind in the contact center industry. How well are we serving the customer? Are they having an outstanding experience? But what about the employee experience (or agent experience), which is equally important....
5 Ways to Take Customer Journey Mapping to the Next Level
Customer journey mapping is crucial to creating a good cross-channel customer experience. Customer journey maps should take an empathetic point of view, delving into customers’ pain points so organizational leaders can understand the customer experience and solve...
Takeaways from Customer Contact East: A Frost & Sullivan Executive MindXchange
Takeaways from Customer Contact East: A Frost & Sullivan Executive MindXchangeHear directly from Gabriele “G” Masili, Chief Technology Officer, Customer Service and Support at Microsoft, about some of his takeaways from our most recent Customer Contact Executive...
US Labor Shortages and the Growing Need to Outsource
By: Outsource Consultants US Labor Shortages and the Growing Need to Outsource Record-breaking wage growth and low unemployment rates have made it harder than ever for businesses to field a domestic call center staff. As existing teams grow or former employees leave,...