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Most contact center leaders know analytics can unlock insightful clues for improving associate performance, making processes more efficient, and raising customer satisfaction levels. But with so...

When sales and marketing integrate magic happens. We call this demand generation, or demand gen for short. Demand gen is when marketing and sales enable technology to propel and influence potential...

The art of attracting and keeping customers is a balancing act, and the pandemic was an anvil thrown onto the scale. The brands that survived the shift in everyday life knew how to not only bring...

In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial...

Among the many impacts the COVID-19 pandemic has had on government, one of the biggest has been the onslaught of calls, inquiries and requests for information swarming government agencies - unlike...

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support,...

Getting the COVID-19 vaccines to constituents in an organized and efficient manner is essential to a successful vaccine rollout and ending the pandemic. Yet, in most areas of the United States,...

The Centers for Medicare and Medicaid Services (CMS) is raising the stakes on patient and member experience for health insurance organizations. CMS recently introduced changes to its Five-Star...

Customer experience (CX) and customer engagement may seem like different names for the same concept, but they aren’t. While companies sometimes use the terms interchangeably - and, even more...

As many sports fans know, the book (and later, movie) “Moneyball” tells the story of the Oakland Athletics’ 2002 season - specifically, how the team’s General Manager Billy...