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Businesses are sitting on a gold mine of information, go talk to your Gen X-ers. Listen to what they have to say about the experience you should be delivering, and how you can deliver it. Then empower them to make it happen! Learn about all the considerations and how to keep not just your contact center, but your customer service experience, ahead of the game.

The current trend in business, according to Forbes, is to replace the annual performance review with real-time feedback. In fact, 95% of managers are dissatisfied with the formal annual performance review process, according to SHRM, with an increasing number of organizations leaning toward more frequent feedback to drive sustainable improvements.

Call center leaders can't hide behind bluster. The performance data doesn't let them. Everything about an inbound call center - from expenditures to service levels to customer satisfaction - can be measured and those results reflect directly on the leaders. It's pretty clear when a customer service manager is or isn't producing results. Just look at the KPIs.

Transformation has been on the docket for contact centers for more than a decade now. But with enterprise-wide adoption of new technologies like the cloud, artificial intelligence, automation and more skyrocketing, demand to evolve – now – and unlock digital transformation’s promised value has never been higher.

October 5-9 is National Customer Service Week and we are joining the celebration—the joys, the challenges, the endless rewards of customer service done right. To us, this year’s theme, Ignite a CX Celebration, seems especially relevant—and to be honest, a little poignant, because it recognizes that the customer experience in 2020 has been like no other.

To stay ahead of the customer experience transformation underway, you need the right transformational tools -- tools that have the potential to improve cashflow, empower agents and delight customers. Fortunately, these tools are easily accessible to all businesses -- large and small. When small business uses the right tools to offer a digital customer experience, they can achieve big results while also experiencing significant financial benefits.

The pandemic is shaking up industries, markets and companies. It’s incentivizing organizations to rethink how they do business. While some of these changes have been difficult for companies and their employees, others have been beneficial. In every situation we’ve seen, these changes would have happened eventually; COVID-19 just sped up the timetable.