Aug 27, 2021
Things look like they are slowly returning back to normal – or as normal as they’ll ever be. Restaurants are open again. Outdoor festivals and concerts are now taking place. People are electing to go back into the office. And while we have one foot ready to take on the world as we knew […]
READ MOREAug 27, 2021
If you’re feeling anxious about going back to the office, even on a flexible basis, then you’re not alone. There is even a new label for it “return to work anxiety” – not that we haven’t been working – we’ve just been doing it in our pajama bottoms and next to the family cat, […]
READ MOREAug 27, 2021
Customer satisfaction is a wide-ranging topic and depending on who you talk with, can take on many different significations. An agent for example, may feel extremely pleased with the service they provide to your customers, while their supervisor may feel their customer interactions aren’t quite as optimal and require some improvements. They each have […]
READ MOREJul 28, 2021
In the fabulous world of contact center management, we often spend most of our time focused exclusively on the customer experience. There are countless and countless of articles written about the customer experience. And not just in our industry… The customer experience has become the on-trend focus for all service-minded organizations. For those in […]
READ MOREJul 27, 2021
Your customers are important to you. That’s why you set up an IVR (Interactive Voice Response) system so that they can connect and interact with you – any time they choose. However, what do your customers really think about all these menu options? Let’s face it, no one WANTS to use an IVR. And that’s […]
READ MORENov 30, 2020
The Work-From-Home Movement Has Begun. Are you ready? Can we all agree that this whole work-from-home situation is not going anywhere? No longer seen as the FUTURE of the call center industry, it is the NOW of all industries. Covid-19 not only redefined the way call centers operate with work from home […]
READ MOREOct 23, 2020
Last month we sponsored ACE 2020, Aspect’s Virtual Customer Experience conference. With all in-person events going virtual, they pulled off an incredible gathering with on-demand videos, interactive roundtable sessions, live presentations and focused groups that delivered an insider’s look at the contact center industry. The event delivered many memorable moments and valuable insights. […]
READ MOREFeb 10, 2020
We’ve partnered with CCNG, a community for contact center and customer experience professionals, for a one-to-one video interview featuring our Co-Founder and EVP, Joe Bigio with CCNG’s David Hadobas. Contact centers can sometimes get caught up with the newest or trendiest tools, without having a clear strategy or understanding of customer needs. Listen in […]
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