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 Cost of Not Having IVR Analytics
Many companies seek out an IVR solution provider to buy and build an IVR for them. This is typically quite expensive. The ...
CX Strategy
|Are we missing the mark and providing Poor Patient Experience from the beginning?
The idea of improving patient experience is not new, but we need to ask ourselves some critical questions if we truly want ...
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 ...
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