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COVID-19 has made the fundamental flaws in phone-based support impossible to ignore. Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold...

As companies realign their workforce during these disruptive times, work-from-home (WFH) is quickly redefining the concept of “business as usual.” Both companies and employees...

It is interesting that what we may perceive as relatively “small” touchpoints can have a considerable impact on our customers’ experience. One such area...

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with...

If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based...

According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Often, companies don’t understand...

Conventional wisdom accepts that it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention...

When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an...

Do you have the appropriate technology for your staff to work from home during a disease outbreak? Operational service delivery has changed rapidly due to...

Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside...

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind...

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service...

I love the idea that CallShaper was first developed for use in their own contact center. It was from there that CallShaper became independent....

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional...

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...

As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...

Let’s have a heart to heart. Do you understand which channels your customers prefer to contact your organization? In a recent contact center webinar...

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...

The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We...