Rediscover the Lost Art of the Human Touch in CX

By Kendal Rodgers

The best CX is high-touch and highly personalized. And CPaaS equips brands with customer service capabilities that may...

We’re Customers, Too.

By Kendal Rodgers

The phrase “we’re customers, too” has led the team at Edify to build the employee and customer experience we all want...

Customers Have Been Complaining Since 1750 B.C.

By Carol Gold

It's National Customer Service Week, celebrating customer service professionals and increasing awareness of how vital...

It’s Time to Close the Gap

By Kendal Rodgers

Customer service affects everyone, yet the experience we have with brands lags far behind the communications...

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...

Why “Safety First” Should Be Your New Customer And Employee Experience Mantra

By Dan Gingiss

In the COVID-19 era, “safety first” is one of the key mantras for both customer experience and employee experience....

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...

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...

Customer Inclusiveness Imperative: The ROI of Closing The Experience Gap

By Stephanie Thum

Explore how inclusive mindsets, practices, and business approaches can be interwoven into a customer experience mindset...

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...

Thought Bubbles Q&A: Artificial Intelligence

By Cameron Weeks

The utilization of AI throughout contact centers is ever-expanding. Read about the use-cases and whether it's a big...