Voice of the Customer

This month, Brendan kicks off the top 5 with leading contact center experts' insights on staffing and retention. Next, Rick shares his three-part series...

One of the most fundamental principles of doing business is having a set of brand values that define the company and resonate with the...

Is your center providing your customers with the same service you and your staff expect when they contact someone else? How do you go about...

Mark McKinney starts off the top 5 this month with his article unpacking the FCC's recent rulings. He explains the rulings and how they...

A wise old farmer and his diligent son lived in the heart of a tranquil countryside, nestled among rolling hills and swaying fields of...

Contact centers are looking for ways to take advantage of the customer experience (CX) insights that can come from voice of the customer (VoC)...

A few years ago, only 15% of customer interactions relied on emerging technologies such as artificial intelligence (AI)-enabled chatbots, automated emails, and virtual agents,...

Bad customer experiences (CXs) still happen every day in contact centers because most brands are not actively investing in creating better ones. So, when...

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey...

Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society...

You are a bad customer. We are all bad customers… now. Or we at least have greater potential to be bad customers. Many years...