Customer experience management (CEM) has become more complex due to emerging technologies and perpetually shifting consumer expectations.
January 27, 2022
January 26, 2022
Contact center agent burnout is nothing new. Just look at average attrition rates: the Quality Assurance and Training Connection (QATC) reports that annual contact center employee attrition averages 30-45%, which is extremely high compared to other industries.
January 25, 2022
Digital transformation should be more than an aspirational goal or buzzword. For businesses to succeed and stay ahead of competitors into the future, it's critical to commence a relevant digital transformation journey that will grow and change with an organisation and its environment.
January 24, 2022
Data is critically important, but contact centers often route their customers without it—many organizations are holding on to legacy queue-based routing methods developed nearly 50 years ago.
January 20, 2022
During these volatile times, your business needs to increase productivity, support your people with a better work experience, and meet the expectations of a digital-first customer.
January 19, 2022
With interaction volumes—and customer expectations—soaring, more and more contact centers are re-evaluating their contact center software and providers.
January 14, 2022
A half-baked digital platform isn’t enough to keep up with the demands of a digital world. Often, what’s really required is a system that keeps up with thousands of simultaneous interactions and can meet customer needs and match the complexity of every exchange. Check out these short videos to learn how you can implement a knowledge management platform to upscale your self-service and deliver impactful customer experiences 24 hours a day, 7 days a week.
