Three Ways to Future-Proof Your CX

By Candace Sheitelman

Discover three things companies must do to migrate from temporary WFH fixes to permanent solutions, future-proofing...

Rescripting the Customer Experience for Work from Anywhere

By Candace Sheitelman

Great customer service is hard to deliver when agents use static, inflexible scripts. To facilitate natural...

Predictions Are Dead

By Candace Sheitelman

Last year I wrote about CX predictions for 2020. This year, I learned the only thing certain is…change. As far as CX...

The Pandemic Effect: A Business Creativity Boom

By Candace Sheitelman

One of the pandemic's biggest effects is The Creative Pivot. It's the very best of what people and companies have to...

Employee Engagement: 5 Lessons from a Pandemic

By Candace Sheitelman

Edify CMO addresses employee engagement in the August issue of Contact Center Pipeline, offering suggestions for...

Outbound Dialing Done Right (Or Else)

By Candace Sheitelman

Outbound dialing to customers is often necessary, and call center dialers can actually reduce agent effort and increase...

Change the Channel: Is SMS in Your CX Plan?

By Candace Sheitelman

Is text support in your CX plan? 98% of all text messages are opened and 95% are responded to within 3 minutes of being...

Straight Talk with Omdia: Digital Business Agility a “Necessity”

By Candace Sheitelman

Read what Omdia has to say about the necessity of digital ability.

Be a Helper - 20 Ways to Start

By Candace Sheitelman

Combat the long list of challenges in the world right now by being a helper. Here are 20 tangible ways to help others...

Work from Home Buyer's Guide

By Candace Sheitelman

We've pulled together product recommendations to quickly set up a home office that works.

Music City and Me: A CCW Nashville Recap

By Candace Sheitelman

Customer Contact Week Nashville was a great show. We met with companies and CX leaders across all industries who are...

The Fastest Glacier

By Candace Sheitelman

The contact center industry’s cumbersome yet mostly functional technology has stuck because there just haven’t been...