No, Your Agent Retention Programs Aren’t Really Working
“You can make or break a brand relationship in a single conversation…” That was an opening sentence that caught my eye the other day. Instantly, I thought, “Agreed!” It was an article about the tumultuous shifts that contact centers – and the brands that...These 5 Emerging CX Trends Will Determine Your Brand’s Success
These 5 Emerging CX Trends Will Determine Your Brand’s Success Get the breakdown from North America’s leader in customer care. For North American brands and the customer care teams who support them, 2020 launched a period of upheaval, unforeseen challenges, and...Did you hear that? Listening to the voice at the center of your CX strategy
“Many organizations claim to be customer-centric. So why do some continue lose customers, while others deliver phenomenal experiences?” That’s the opening line in a recent CMS Wire article by Jason VandeBoom. It’s also the central, multi-million-dollar question at the...Say goodbye to the old type of contact center
In their recent 2021 survey of contact center leaders, Deloitte Digital explores how post-pandemic contact centers are rapidly evolving into customer experience (CX) hubs. The survey is well worth the read, outlining 5 critical findings. For me, the most striking...Follow Us
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