The Ultimate Glossary for Contact Center Terms
The contact center industry has an endless array of terms and acronyms, so we've created a glossary full of the most...
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...
By Liz Cahill
Agent training is crucial to ensure all customer service interactions are great. This glossary dives into all the key...
Outbound dialing to customers is often necessary, and call center dialers can actually reduce agent effort and increase...
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...
Is text support in your CX plan? 98% of all text messages are opened and 95% are responded to within 3 minutes of being...
Unless businesses start putting the employee experience at the top of the list, the customer experience will never...
With purpose, vision, passion, and leadership, 2019 has been an unforgettable year. Here's a look back at the fun we...
By Liz Cahill
Customer service reps perform best when being collaborative, yet so many businesses fail to enable agents to do so....
As a consumer, what I want from the brands I patronize has changed so much over the last five years. Yet the technology...
Customer service representatives face high-stress, long hours, seasonal fluctuations, limited opportunities for...
In today’s world, where everything feels automated, the human touch and personalized service are more important than...
When consumers need to speak with a customer service agent to resolve an issue, they expect the experience to feel...
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