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Inside View: Travelzoo

There are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s...
Reaching Millennials Through Authentic Omnichannel Experiences

Reaching Millennials Through Authentic Omnichannel Experiences

As the first generation raised on the internet, millennials’ experience with technology has rewritten the playbook on how to create unique and exceptional customer...
The Secret Sauce for Increasing Customer Happiness

The Secret Sauce for Increasing Customer Happiness

If you run a call center, change is familiar. The functionality and technology are more advanced than ever before. Beyond that, the expectations of...
Personalized Omnichannel Customer Experience

Delivering a Personalized, Effortless, Connected CX

People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out,...
Contact Center Customers Want Out!

Lost in the Labyrinth… Customers Want Out!

This is my own personal idiom… and it will be the basis of my Idiom Insights columns for 2018. The contact center industry is...
Leveraging Digital Channels, Part 1

Leveraging Digital Channels, Part 2: Adapt to Your Customers’ Changing Preferences

Matt Wilbanks understands what it’s like to try to retain customers who never reach out when there’s a problem. As CEO and co-founder of...
Agent Engagement and the Customer Experience

Agent Engagement and the Customer Experience

What does it take to improve agent satisfaction and retention? Today, one of the key topics of discussion in most contact centers is the high...
Leveraging Digital Channels, Part 1

Leveraging Digital Channels, Part 1

There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of leaving. But how do...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in September

Contact center professionals are already gearing up for the holiday season and beyond. One of our five most-read blog posts in September provided timely...
Proactive Customer Engagement Tips

What Does Proactive Customer Engagement Feel Like?

Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How...
Contact Center Trends - Millennials

Hot Trends Impacting Contact Centers: Millennials

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. In our five-part...
Don't Equate Silence with Satisfaction

Don’t Equate Silence with Satisfaction

As a small or medium-sized business, it’s easy to get complacent. While the big guys scramble to stay ahead of the latest customer care...