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:
| Uncategorized
Are you Monitoring Customer Reviews During the Holiday Season?
For the past decade my mother watched as my siblings and I learned how to text, take pictures, play games and browse ...
| Enterprise CX
Not all Millennials Sleep with their Phones – Know Your Customers Before Segmenting Them.
At 32 years old, I’m considered a Millennial. A recent high school graduate is also considered a Millennial. I like to think ...
| 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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