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Stop at-home contact center fraud before it happens

Fraud has always been a damaging, costly part of doing business – and it’s only become a bigger problem for contact center operators as they grapple with a surge of calls amid the pandemic and con...

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Embrace Generational Diversity in the Workplace

For the first time in history, there are 5 distinct generations currently in the workplace. People in their 70s mingle with those just old enough to buy lottery tickets. From fresh-faced digital...

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Uncovering CX Value – One Drone at a Time

Last Christmas, my son Emerson received his first drone as a gift from his grandparents. He was so excited and couldn’t wait to get out and use it - but unfortunately, despite many attempts,...

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3 Ways to Incorporate Wellness into Content Moderation for a Healthy Workforce

Social media enables people of various backgrounds, cultures, and communities to connect and share special life events. It has also become an uncertain ground for malicious content. Misinformation,...

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What’s Next in the Retail Customer Experience?

Propelled by the pandemic, retailers transformed their services, products, and customer experience at breakneck speed. More changes are ahead as consumers emerge, ready to spend with high CX...

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Attended vs. Unattended RPA: It Doesn’t Need to be an Either-Or

At a time when customers want great experiences at an increasingly faster pace, automation plays a crucial role in helping brands deliver. When done right, automation creates effortless experiences...

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How to Reinvent the Citizen Experience: Turn COVID-19 Quick Fixes into Real Change

This guest article first appeared on Route Fifty When the COVID-19 pandemic hit, government agencies and organizations were forced to quickly innovate to meet a sudden rise in citizen inquiries and...

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3 Tools that Optimize Interactions in Amazon Connect’s Cloud Contact Center

It’s been said time and time again: a great customer experience begins with a positive employee experience. When contact center agents are well-equipped, knowledgeable, and prepared to handle...

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CX Leaders Share Insights into Transforming the Government Customer Experience

At a time when more people than ever are demanding an excellent customer experience (CX) from the private sector, federal agencies are increasingly focused on improving the government customer...

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Captive Center vs. Outsourcing: How to Pick the Right One for your Customer Service Needs

There’s no overstating the importance of having high-quality contact centers. These centers are often where customers interact with a brand more directly, and their experiences can bring...

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