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...

The third disconnect within contact center operations is Disconnected Processes. Organizations separate front and back office operations...

The second of the three disconnects affecting a customer’s journey is Disconnected Data throughout contact center operations. I think it...

In our last article (found here), we identified three areas of function within contact centers which any or all could cause a...

Our last post provided a common understanding, yet not a defined definition, of what customer experience (CX) is (find that article...

Improving the customer experience is a hot subject in corporate boardrooms as C-level executives push for new initiatives to drive...

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...

The COVID-19 pandemic has forced contact centers to close their offices and allow agents to work from home (WFH). Companies with...

Welcome to Part 2 of our blog series on home-based contact center agents — aimed at helping you manage your remote contact center...

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...