Automation for Augmentation: The Smart Blended Future of CX

By Edify

By automating highly predictable and repetitive interactions with machine learning, contact center agents are able to...

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 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...

Thought Bubbles Q&A: Discussing Contact Center Basics

By Cameron Weeks

Edify CEO and co-founder Cameron Weeks discusses contact center technologies and features, like the changing face of...

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 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...

Thought Bubbles Q&A: Customer Churn

By Andrew Larty

Edify's Senior Client Operations Manager sheds light on what steps to take to reduce customer churn and how to adapt...

Too Much Like Hard Work...

By Edify

Reducing customer effort is a priority for contact centers. And the technology exists for effortless omnichannel...

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...

Customer Service of the Future

By Kendal Rodgers

We know there is really only one way to ensure a customer’s experience is smooth and efficient whether the customer is...

Thought Bubbles: Episode 2

By Kendal Rodgers

Episode 2 will explore the world of machine learning, customer experience, and the contact center. Hear about some of...

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

By Candace Sheitelman

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