Providing Omnichannel Customer Support is No Longer Optional

By Andrew Larty

Customers want low-effort, high-impact customer service options. They want omnichannel service experiences. Find out...

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...

The Quest for Customer Loyalty

By Kendal Rodgers

Think holistically, empower your contact center with an omnichannel platform, and take a deeper dive into the customer...

Multichannel vs. Omnichannel & Why It Matters

By Edify

Brands need to engage with customers on all channels in a way that is consistent and seamless. To do this, companies...

Machines + Humans: The Next Chapter

By Liz Cahill

Machine learning empowers human workforces and boosts customer experience in contact centers everywhere.

What’s Ahead for 2020 CX? I Asked My Favorite Thinkers...

By Candace Sheitelman

I’ve had entirely too many customer experiences in the last month. I have many thoughts on the experiences I had with...

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....

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...

Improve Your Customer Journey

By Kendal Rodgers

Your journey map needs to be ever-evolving like your customers. Here are a few ways to improve it; in turn, you will...

Honestly… I Just Want to Lean Out

By Candace Sheitelman

Sales go up when customer effort goes down. The easier your brand is to do business with, the better. Therefore, every...