Customer Experience

Better CX can start with an understanding of workforce burnout Burnout. The concept isn’t new, yet it is making a comeback in workforce trends these days. There are a...

The customer service industry can be tough at times, so in order to attract and retain customers, it’s important to provide them with the best service and care. By...

Have you heard about CX Day? Every October, people worldwide celebrate with their employees, agents, and clients. It reminds me of “Mother’s Day” or “Father’s Day.” It’s a time...

Undoubtedly, excellent customer experience (CX) is a brand differentiator, and a primary reason people buy and refer brands. Since customer needs are changing rapidly, it’s essential to understand CX...

Without turning my head, I can count at least a dozen objects on or around my work desk that would provide me with a major distraction. And that isn’t...

A virtual contact center can make your next event more efficient and profitable The New Year means many things to a business – a new budget, fresh thinking and...

Large, forward-thinking companies are getting smarter with their contact center resources Anyone who runs or works with a contact center knows that getting the right agents is really hard...

Customer Service Appreciation Week is the perfect time to reflect on how to show gratitude all year long. Full disclosure: I am the Senior Vice President of Marketing at...