Connect The Disconnects
Customer experience (CX) is the sum of all touchpoints the consumer has with your business and brand. The goal of any business is to, at...
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Kelly Peterson
Sep 23, 20202 min read
Removing Disconnected Processes
The third disconnect within contact center operations is Disconnected Processes. Organizations separate front and back office operations...
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Kelly Peterson
Sep 16, 20202 min read
Piecing Together Disconnected Data
The second of the three disconnects affecting a customer’s journey is Disconnected Data throughout contact center operations. I think it...
23 views
Jamie Kennedy, Sr. Product Manager
Sep 9, 20203 min read
Overcoming Disconnected Interactions
In our last article (found here), we identified three areas of function within contact centers which any or all could cause a...
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Kelly Peterson
Sep 2, 20202 min read
The CX Disconnect In Contact Centers
Our last post provided a common understanding, yet not a defined definition, of what customer experience (CX) is (find that article...
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Kelly Peterson
Aug 26, 20202 min read
What Is Customer Experience (CX)?
Improving the customer experience is a hot subject in corporate boardrooms as C-level executives push for new initiatives to drive...
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Kelly Peterson
Aug 19, 20202 min read
Why Contact Center Operations Look To The Cloud And Don’t Turn Back
As a follow up to our previous blog post on the lessons for contact centers from the COVID-19 crisis, the cloud is the future of contact...
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Jamie Kennedy, Sr. Product Manager
Aug 3, 20202 min read
Lessons For Contact Centers From The COVID-19 Crisis
The COVID-19 pandemic has forced contact centers to close their offices and allow agents to work from home (WFH). Companies with...
48 views
Jamie Kennedy, Sr. Product Manager
May 1, 20204 min read
How To Engage Home-Based Contact Center Agents – Part 2
Welcome to Part 2 of our blog series on home-based contact center agents — aimed at helping you manage your remote contact center...
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Jamie Kennedy, Sr. Product Manager
Apr 17, 20203 min read
How To Engage Home-Based Contact Center Agents - Part 1
As we all adjust to a new normal to help limit the spread of COVID-19, home-based contact center agents in particular are being asked to...
45 views
Jamie Kennedy, Sr. Product Manager
Apr 7, 20203 min read
71 views
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