Customer Experience

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...

The March Feature, “Speaking the Customers’ Language(s)” touched on AI-driven automation to help engage with U.S. and Canadian non-English/non-French primary speakers through the contact...

Personalization is key when attracting both customers and employees for a very simple reason. Selling and recruiting is about them, and their wants, not...

Customer experience (CX) has become a breeding ground for overhyped buzzwords and exaggerated claims. Unlike industries where technical jargon is necessary (e.g., medicine or...

Throughout August, our blog readers have been interested in a variety of topics important to our centers. At the top of our most-read posts...

“The 2025 US Contact Center Decision-Makers’ Guide” is based on a survey of 192 U.S. organizations and 1,000+ U.S. customers. This is the 17th...

Contact centers will need more than just the bare minimum or bootstrapped solutions to survive and meet the needs of their customers. The contact...

Jennifer kicks off our Top Five Posts in July by sharing how AI can be used to prevent agent attrition by identifying agent burnout...before...

Service and support organizations face a growing knowledge crisis. It is characterized by an ever-widening gap between the knowledge required to resolve issues efficiently...

Cold calling has long been a cornerstone of sales, which, in turn, is the foundation of the customer experience (CX), demanding persistence, adaptability, and...

To successfully engage with customers - and deliver to them loyalty and delight-and-revenue-driving excellent customer experiences (CXs) – you need to speak their language....

“Now Hear This” (NHT) traditionally signals an important announcement that commands attention. This especially relates to the U.S. military where it is a nautical...

All our customers deserve our empathy, but the ones who write to us in English when English isn’t their primary language deserve a heaping...

This month, Dina kicks off the top 5 by sharing her insights on how benchmarking across industries allows for the discovery of innovative solutions...

The November 2024 Feature article, “Ensuring Quality in Anxious Times,” focuses on the quality assurance and quality management (QA/QM) challenges facing - but also...

Contact center representatives shape an organization’s reputation in today’s contemporary business world. They represent the brand through millions of interactions and can influence the...

“Over and out” is a signal in radio communications to indicate the end of a transmission, especially when the speaker is finished and not...

The role of artificial intelligence (AI) in contact centers is rapidly evolving, transitioning from theoretical concepts to practical applications delivering real business value and...

In the contact center, efficiency is everything. Customers are always in need of support, and there’s a constant flow of inquiries to be answered....

Recently I listened to a CEO address the entire company about their firm’s growth emphasizing the transformative power of sharing knowledge. “Innovation isn’t just...