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If your company provides home medical supplies and equipment, you’re likely under a microscope.  There has never been a tougher time to drive metrics. The labor market stinks and most IT...

AI is the flavor of the week in many segments of business, and customer experience (CX) is not spared from both the hype and innovation. Startups face a unique challenge when it comes to embracing...

When customers reach out for technical support, they arrive with a specific problem and simply want a quick resolution.Co-browsing is an often-overlooked technique that allows customers to give...

Did you know that cybercriminals can penetrate 93% of company networks?It’s a jarring statistic but it’s true. Research shows the danger and cost of cyber incidents are the biggest...

Workers increasingly want to feel energized and valued at their jobs, and in today’s tight labor market companies that don’t prioritize employee engagement are losing talent to brands...

In retail, it’s all about the sale. But it’s important to remember that sales aren’t just made by in-store employees, e-commerce sites, and apps. Your contact center holds huge...

Improving customer experience is a constant work in progress, and valuable insights can come from anywhere. The customer experience (CX) landscape is rapidly evolving and, to outperform the...

In the contact center industry, it is commonly known that soft skills are critical to building trust and connection with consumers. One of the most important pillars of these skills is empathy....

In this time of economic uncertainty and rapidly developing technology disruption, the ability to stay nimble is paramount.  On one hand, the economic reality demands that companies be...