Reduce Call Center Costs: Automation Outranks Alternatives
A Rose By Any Other Name… Agent Word Choices
Solving the Mystery of the Missing Empathy
3 Ways to Improve Cx by Seeking the Outside-In Viewpoint
5 Ways to Get Better Customer Feedback
Are You Viewing the Experience Through the Lens of the Customer?
Go and See for Yourself
Agent Empowerment and the Unhappy Customer
Why the “Old” Way of Workforce Management isn’t Good Enough