March 21, 2023 Client Story Surge support: A public sector contact center goes live fast when disaster strikes Ongoing state of readiness enables 600 U.S.-based associates to mobilize in work-from-home setup, handling 287K calls Public Sector and Government
February 6, 2023 Blog Level-up your player experience by understanding gamers’ motivations Media and Entertainment
February 1, 2023 Client Story Training makeover revives associate engagement and improves AHT A new curriculum suited for today’s hybrid work environment and a robust, user-friendly knowledgebase boost resolution rates and new hire satisfaction scores Healthcare
January 31, 2023 Client Story Policy annotation flags issues easier 6M user-generated content posts reviewed Travel and Hospitality
January 3, 2023 Client Story New hire training catapults NPS at healthcare company Scores surge 164% with an approach that proves to associates they hold power to make positive impact Healthcare
December 14, 2022 Client Story Media company slashes training time while elevating NPS Redesigned curriculum boosts quality scores and reduces average handle times Media and Entertainment
December 7, 2022 Client Story GE Healthcare cuts associate training time by 38% The company saw quality scores rise and error rates fall after streamlining its new-hire training Healthcare Payers
September 29, 2022 Customer Strategist Break Down the Contact Center Wall Four reasons consumer banking profits from a flexible contact center model. Retail Banking
September 29, 2022 Customer Strategist Big Data’s 5 Missing Ingredients The volume and velocity of data has exploded, but not enough has changed in the way organizations have leveraged and applied data.
September 29, 2022 Customer Strategist Behind the Scenes of Dow Jones’ Customer Care Award-winning journalism is only part of the story—at Dow Jones, great CX also means staying ahead of customer expectations. Media and Entertainment
