Starting off our top 5 blog posts in September, Chris shows us how enterprise browsers improve your agents’ workflow, resulting in both happier agents and customers. Next, Nicholas explains the Big Four elements of CX and how SMBs can achieve these without the enterprise-level cost.
Another popular topic this month is the importance of agent and customer personalization. Read Brendan’s interview with Michael to learn more.
Then, Peter gives us an update on the state of the BPO market. Rounding out our list, Roger educates us on some of the most common scams perpetuated by social engineering criminals and what your best cyber defenses are.
Why Contact Centers Must Embrace Enterprise Browsers
For many organizations, contact centers function as the face of the company, serving as the primary avenue for customer interactions. Agents are the frontline soldiers in the battle for retention, helping to shape the perception of the brand with every call. This is a major reason why relying on outdated technology can be so detrimental. Without the right up-to-date tools, agents cannot effectively and productively win over customers and keep their loyalty.
How to Deliver Excellent CXs
As we go through 2025, one thing is clear: the relentless focus on a constantly improving customer experience (CX) isn’t going anywhere. While CX has been the “North Star” for many businesses for decades, the technologies that enable them to keep the customer at the heart of what they do have evolved tremendously over the last five years.
Are Customers (and Agents) Truly Different?
Personalization is key when attracting both customers and employees for a very simple reason. Selling and recruiting is about them, and their wants, not yours: which is implicit.
More Mergers Ahead For BPOs
In partnering with business process outsourcing (BPO) companies, it helps – and pays – to know what is happening in the BPO market before sourcing and working with these service providers.
Is Evil Contacting Your Contact Center?
Contact centers are a prime target for social engineering criminals. Customer service representatives (CSRs) are common high-value targets as their main goal is to help customers resolve their problems as quickly as possible.
