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
The Dark Side of Agility: don’t let agility outweigh strategy
Organizations pride themselves in their ability to be agile throughout a technology implementation or internal process change. Generally, when an organization is looking ...
| CX Strategy
The Three Pillars of Technology Innovation: are we capable of achieving the omni-channel?
Don’t technology trends feel like they change as fast as fashion trends? You know what I am talking about. Yesterday's ugly is ...
| CX Strategy
Leverage the Right Metrics to Reduce Call Volumes
A Canadian man by the name of Corbin Smith live tweeted the entire eight straight hours he was on hold with TigerDirect.ca. ...
| Enterprise CX
3 Principles to Increase Sales Automation Tool Adoption by your Sales Team
You’ve heard it before: “We’ll customize your sales force automation (SFA) tool, so it’s simple and easy to use.” After dozens of ...
| CX Culture
Replacing Bad Habits: Use Emotional Intelligence to Deal with Criticism
When I was in my twenties and single, I lived in Chicago. One weekend I was hanging out with a big group ...
| 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 ...
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