Ditch the Script? Agent Empowerment Improves Customer Service

By Kay Phelps

There are risks - and challenges - associated with traditional agent scripting. Find out the benefits of dynamic...

Give Agents a Remote High-5: How to Engage Your Remote Workforce

By Edify

Distractions abound when working from home. How can you keep agents engaged? See the success stories shared during our...

Thought Bubbles Q&A: CX and Relationship Building

By Kendal Rodgers

See what Edify CEO and co-founder Cameron Weeks had to say recently about customer experience and relationship building.

The Agent Experience Matters More Than You Think

By Kendal Rodgers

We talk a lot about how today’s customers demand an omnichannel experience. What we forget to talk about sufficiently...

How to Create a Policy Statement for Work-at-Home Agents

By Kay Phelps

Let’s take a look at some of the topics you’ll want to address in your policy statement when launching a work-from-home...

The Omnichannel Experience: Your Agents Deserve It Too

By Kendal Rodgers

The customer experience you deliver depends entirely on the capabilities you provide your contact center agents. Giving...

Power to The People: 5 Ways to Elevate the Agent Experience

By Kendal Rodgers

Unless businesses start putting the employee experience at the top of the list, the customer experience will never...

Collaboration: The Secret to Creating a Winning CX

By Liz Cahill

Customer service reps perform best when being collaborative, yet so many businesses fail to enable agents to do so....

4 Ways To Improve Contact Center Culture

By Kendal Rodgers

Customer service representatives face high-stress, long hours, seasonal fluctuations, limited opportunities for...

In the Age of Automation and Big Data, Sometimes It's The Little Things

By Kendal Rodgers

In today’s world, where everything feels automated, the human touch and personalized service are more important than...

Agents without scripts? It's time to have real conversations.

By Cameron Weeks

When consumers need to speak with a customer service agent to resolve an issue, they expect the experience to feel...

Want great CX? Trust your employees to do the right thing.

By Kendal Rodgers

Businesses like Amazon and The Ritz-Carlton are clear leaders in customer experience today and each is doing so in...