Creating a collaborative contact center culture
Creating a collaborative contact center culture is the key to improved agent performance and superior service delivery - here's what you need to know.
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Crash and Churn: survey reveals the customer service fails that cause attrition
Churn rates are spiraling out of control across multiple industries and shoddy customer service is one of the main culprits - dig deeper here.
A Successful Customer Experience Strategy Means Keeping it Consistent
Above all, consumers want their expectations met - here's how to craft a consistent customer experience strategy and win long-term loyalty.
After Call Work – Why it Matters and How to Ensure it’s Done Right
Bring yourself up to speed on why After Call Work is more important than ever and how you can ensure that your agents complete it more effectively.
Customer Self Service – What the Future Holds
Explore the future of customer self service and discover why all-seeing virtual assistants will soon change the game for both consumers and companies.
The Contact Center of the Future in the Distributed Workforce Era
The contact center industry is changing, as AI and cloud technologies create new possibilities for remote working and big savings for enterprises.
Reduce Machine Downtime with a Unified Visual Maintenance Strategy
Reduce machine downtime, improve Overall Equipment Effectiveness and enhance productivity - the key is a unified visual maintenance strategy.
AI Proof of Concept Fails in Customer Service: 4 Lessons Learned
85% of AI Proofs of Concept don't work out. Learn 4 common mistakes to avoid when developing an AI Proof of Concept for customer service.
Augmenting the Auto Industry – the Tech that’s Driving a New Reality
The auto industry is pedal to the metal when it comes to Augmented Reality innovation. Read up on the technologies that are changing how we drive.
4 Ways Agents Can Help Create the Ideal Customer Journey Map
When CX professionals create customer journey maps, it's frontline contact center agents who can provide the most valuable insights.
