CX Insights and Trends
Read below or download and save for later.
Success Stories
Check out our success stories for an in-depth look at our services and approach.
Perspectives
Learn about impactful changes to your industry and get tips you can start applying today.
The Importance of Quality Monitoring for Government Agency Contact Centers
Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.
The Crucial Connection Between CX Tech & Training
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.
10 Tips for Achieving Excellence
Operational excellence and personal excellence share many similar characteristics and principles. Both fundamentally revolve around continuous improvement, focused goals, and discipline. And neither can be truly achieved—in business or life—without a steadfast effort,...
Proper Contact Center Training Benefits Employee Experience
In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism...
Redefining Contact Center Productivity for the Modern Associate
Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Despite this, more than 1/3 of...
Use Call Center KPIs to Turn Consumers into Promoters
From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference in how your customers view you. You can transform your call...
Featured White Papers
State of Customer Service Experience Reports
- State of Customer Service Experience Report 2023: Part II
- State of Customer Service Experience Report 2023: Part I
- State of Customer Service Experience Report 2020-2021
- State of Customer Service Experience Report 2019
- State of Customer Service Experience Report 2018
- State of Customer Service Experience Report 2017
- State of Customer Service Experience Report 2016
- State of Customer Service Experience Report 2015
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.
