When CX professionals create customer journey maps, it's frontline contact center agents who can provide the most valuable insights.
Call Center Analytics
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Effortless experience is the key driver of customer loyalty. Steer clear of these 10 call center mistakes and you'll deliver frictionless service.
To improve your call center customer experience strategy in 2019, drive ROI by aligning business objectives, infrastructure and technologies
Examples of how companies in all industries are using AI innovations to deliver mass personalization of the customer service experience.
AI in Utilities is revolutionizing the CX for utility customers via technologies such as predictive analytics, RPA and virtual assistants
Implementing innovative customer retention solutions will enhance the customer experience -- increasing NPS scores and decreasing churn
When you consider the tech evolution that has occurred in the last 15 years, it’s actually kind of mind blowing. We’ve been moving at such a rapid