The Ultimate Glossary for Contact Center Terms

By Liz Cahill

The contact center industry has an endless array of terms and acronyms, so we've created a glossary full of the most...

The Ultimate Glossary for Coaching and Training in Contact Centers

By Liz Cahill

Agent training is crucial to ensure all customer service interactions are great. This glossary dives into all the key...

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...

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...

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...

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...

2019: Edify’s Year in Review

By Kendal Rodgers

With purpose, vision, passion, and leadership, 2019 has been an unforgettable year. Here's a look back at the fun we...

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....

If You Don’t Know Me By Now…

By Candace Sheitelman

As a consumer, what I want from the brands I patronize has changed so much over the last five years. Yet the technology...

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...