Thought Bubbles Q&A: Designing an Interface for Excellence

By Kendal Rodgers

Josh Randall, the Director of UI Design at Edify, discusses what it's like to design the contact center industry’s...

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 Kay Phelps

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

Why Customer & Employee Experience is Even More Important During COVID-19

By Kendal Rodgers

Edify hosted a Twitter Chat recently, and here’s what people had to say about customer experience (CX) and employee...

The Employee Experience: It’s Time to Re-Strategize

By Kendal Rodgers

2020 had a big impact on the employee experience (EX). Check out our comprehensive guide to begin focusing on your...

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...

Agents still at home?! Here’s how to keep them engaged.

By Kay Phelps

Since opportunities for distraction abound at home, your customer service agents may be struggling to stay engaged. The...

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...

Thought Bubbles Q&A: CX and Relationship Building

By Cameron Weeks

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...