Elevating Customer Experience: The Strategic Imperative for Contact Center Leaders
The landscape of customer experience (CX) is evolving rapidly and contact center leaders are tasked with managing a dynamic environment where technology innovation is helping reshape management of the customer journey. Amidst this changing environment, it is crucial...
CX Transformation Primer: 7 Tips for Continued Success
Customer experience transformation is happening whether organizations are ready for it or not. The longer a business waits, the wider the gap will become between them and their competitors who are further along on the journey. Along their quest, savvy customer...
Delivering Excellent Customer Experiences by Taking Care of Your Agents
Employee Engagement Boosts Customer Loyalty With contact center employees being the first point of contact with customers, organizations are recognizing that there is a proven correlation between a positive employee experience (EX) and  a better customer experience...
How to Be a Battery Charger
Are You a Battery Drainer or a Battery Charger? We all have amazing opportunities to be someone’s power bank in any given situation. Sometimes the way that we react to a situation could have been different in hindsight. Perhaps we wish we hadn’t rushed our...