| Enterprise CX
How Integrating Your Content Center with CRM Bridges the CX Gap
Contact centers are largely Omni channel today, which means that customers can get in touch using not just the phone but also ...
contact center
Insights Categories:
| CX Strategy
Customer Experience (CX) and Dominant Path Analysis – Part I
This is the first article on Dominant Path Analysis, in a multi-part series, where we take a deeper dive into the process ...
| 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. ...
| 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
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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