Category Category: Customer Experience

Are You Frustrated with Your Outsourced Customer Service Provider?

Are you frustrated with your outsourced contact center provider? When businesses outsource their customer service operations to a contact center BPO, they expect to receive

Is Agent Empowerment the Missing Piece in Your CX Equation?

Empowered Agents + Technology = Exceptional Customer Care Compiling, tracking, and analyzing customer contacts, whether complaints, feedback, or praise, is easier than ever before with

Employee Engagement: What Have We Learned Through the Pandemic?

In 2020 we learned which companies embraced the benefits of a remote workforce and which companies engaged in remote work reluctantly, counting the minutes until

Customer Journey Mapping: How to Get Started

Mapping your customer journey can be as simple or as complex as you desire, depending on the number of touchpoints and context you identify as