Insights
Knowledge is Power
Check out our collection of industry insights on a wide variety of topics in the CX world. Sort by category to find the resources you're looking for quicker.
Insights Categories:
| CX Strategy
When to Let Your Customers Break Up with You
I’ve switched internet and TV providers more than once, and I’ve gone back for seconds on at least two of them, but ...
| CX Culture
How to Measure and Improve First Contact Resolution (FCR) in your Contact Center
Over the last several years, an increasing number of our clients have asked for advice on how to measure First Contact Resolution ...
| Enterprise CX
How to leverage data to connect meaningfully with customers across your enterprise
As baby boomers retire and take with them close to $4B in annual spend, and Millennials and Generation Z represent over 50% ...
| CX Strategy
Getting to the Heart of your Customer
There’s an adage that says, “People buy from people.” While I think this is mostly true – technology and the rise of ...
| Enterprise CX
Allow the Social Channel to Break Down Contact Center Walls
American author, Dr. Maya Angelou expressed an important sentiment that everyone in customer experience should deeply understand. She believed that: This ...
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